Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization. Perform a variety of activities that result in one call resolution for inbound customer support calls. Responsible for monitoring and assisting with merchants' Payment Card Industry compliance.
Duties & Responsibilities
Essential Functions
Serves as first line of support for merchant and partner issues and inquires.
Resolves product or service problems by researching and determining the cause of the problem, expediting correction and documenting and following up to ensure resolution.
Obtains and evaluates all relevant information to handle product and service inquiries.
Provides escalated technical support to customers among a variety of product categories, resolving issues according to prescribed standards and procedures.
Works with internal departments to ensure a high level of support for the merchant and partner.
Proactively contacts merchants for PCI compliance needs, assists with the completions of PCI questionnaires, schedules and monitors applicable PCI scans.
Additional Responsibilities
Identifies and documents hardware and software issues that require further escalation and tracks them through to resolution.
Provides software and terminal training to merchants and assures compliancy standards are met.
Updates merchant information in databases as needed.
Escalates issues to Supervisors when necessary.
Completes other assigned duties and projects as requested.
Requirements
Strong communication, both written and verbal: English AND Spanish
Great active listening skills
Exceptional interpersonal and rapport building skills
A patient and empathetic attitude
Strong time management and organizational skills
Adaptability and flexibility
Comfortable working in fast-paced environments
Troubleshooting skills, either basic or advanced, depending on the role and industry
Computer literacy
Phone skills, including familiarity with complex or multi-line phone systems
In-depth knowledge of a company's products and/or services
This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
Education & Experience
Associate's or Bachelor's Degree Preferred
A minimum of 1 year experience in a financial institution or customer service required
Strong Communication Skills Required
Proficiency in Microsoft Office Suite, CRM
Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. BASYS is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.