Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization. Train merchants on the equipment or software they will use to accept payment. Provide first level support as needed. Resolve routine questions relating to credit card processing terminals or software by telephone or email. Perform a variety of activities that result in one call resolution for inbound customer support calls.
Duties & Responsibilities
Essential Functions
Provide training to merchants at assigned time and ensure compliancy standards are met.
Provide technical support to customers during the implementation process, including a variety of product categories, and resolve issues according to prescribed standards and procedures.
Research, test, and deploy new processing solutions.
Create and maintain training documentation for internal Basys teams on available processing solutions.
Complete VAR research to determine software compatibility, including regular maintenance of the VAR catalog.
Complete terminal research to determine compatibility.
Additional Functions
Monitor department email accounts for incoming product questions and answers them according to prescribed standards.
Maintain and update the terminal demonstration room as needed.
Provide demonstrations of terminals for partners or prospective merchants as requested.
Collaborate with the software team to improve software compatibility.
Update merchant information in databases as needed.
Identify issues that require further escalation and tracks them through to resolution.
Complete other assigned duties as requested.
Requirements
Strong interpersonal skills, conducive to team development
Works independently, has good judgment and consistent follow-through
Ability to work effectively with demanding customers
Ability to communicate technical concepts in simple terms
Strong written and verbal communication skills
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
Bachelor's degree in business administration, accounting, marketing or other related fields is preferred
A minimum of 1 year experience in a financial institution or customer service/data entry position 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.