Customer Support Specialist (Level 1)

Description:

As a Customer Support Specialist (Level 1), your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant ­facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers’ payment processing infrastructure, which may include third-party systems in addition to Stax systems.

Key Responsibilities & Objectives

• Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
• Maintain an average call handle time of 20 minutes
• Handle calls related but not limited to:
  • Login Help
  • Basic Transaction Research
  • Basic Deposit Research
  • General Inquiries
  • Basic StaxPay How To’s/Walk Throughs
  • Billing Tickets (Fee Opt Outs)
  • StaxPay Troubleshooting
  • Basic Terminal Troubleshooting
• Maintain KPIs as set forth by support leaders
• Responding to customer support requests in a timely manner
• Diagnose/troubleshoot basic technical issues across hardware and software platforms
• Identify workarounds and resolutions to basic technical issues
• Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax’s control
• Identifying hardware and software solutions
• Maintain high data hygiene on your work in all internal systems
• Provide feedback to help identify trends and potential process improvements or customer experience improvements
• Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
• May be assigned weekend and evening shifts
• Other duties as assigned

Requirements:

• 2+ years working with customers
• Excellent communication skills, to work within team and customer relations
• Strong customer empathy and the ability to de escalate in emotional situations
• Technical or financial support experience
• Excellent phone etiquette
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Solution­ oriented with the ability to think strategically and creatively in decision ­making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward­ thinking to challenge the status quo
• Strong attention to detail
• Bilingual - Fluent in English and Spanish a plus