Client Support Agent (Ref#033)

• Chicago - Hybrid Remote, IL
• Full-time
• Published: 2022-05-10 14:52:23Z

JOB DESCRIPTION

As a Merchant and Technical Partners Support Agent, you will be responsible for delivering high-quality technical & administrative support to Merchants and Technical Partners, mainly by phone and email. The Merchant and Technical Support Team is the first port of call for Merchants and deals with any technical issues that arise in our products and services.

JOB RESPONSIBILITIES 

• Providing first-line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary.
• Maintaining the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution.
• Getting to know the key customers in the regions you are mainly responsible for; maintaining good connections with them by proactive and clear communication.
• Through experience, independently assigning priorities to reported issues.
• Gaining knowledge of the systems which the customers in your region use; doing your part in documenting this knowledge and Customer Support procedures in our knowledge management platform.
• Managing and safeguarding the confidentiality, performance, and availability of our business applications.

JOB REQUIREMENTS

• Strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role.
• Experience in a similar role within merchant services or payment processing.
• Fluent in English both verbal and written (native speaker level).
• Any of these languages will be a strong advantage: Spanish, Italian, French.
• Strong skills in MS Office (especially MS Excel/Outlook).
• Basic IT knowledge beyond Office suits is an advantage, but a desire to continuously learn and apply new knowledge is a requirement.

WORK ENVIRONMENT

• The Merchant and Technical Partners Support Agent will work 8-hour shifts (between 6:00am-11:00pm.) The department is open 365 days/year, so our team has a rotating schedule of night, weekend, and holiday shifts.
• The work consists of answering incoming calls (average 15 calls/shift) and emails, and of reviewing database outputs and system logs.
• Hybrid - WFH and Oakbrook Terrace Office.