Bilingual Customer Support Specialist

Basys; Lenexa (KS); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Basys is seeking a bilingual Customer Support Associate to assist merchants and partners, handling inquiries, researching issues, and providing timely resolutions. You will work with internal teams to ensure high-level support and help with PCI compliance tasks in a fast-paced environment.

The role supports English and Spanish speakers, with a hybrid schedule allowing up to one remote day per week. A minimum of 1 year in customer service or financial services is preferred.

Qualifications

• Associate’s or Bachelor’s Degree Preferred.
• Minimum 1 year experience in a financial institution or customer service.
• Proficiency in Microsoft Office Suite, CRM.
• Fluent in English and Spanish.
• Hybrid schedule: up to one day remote per week.

Responsibilities

• Serve as first line of support for merchant and partner issues.
• Resolve product or service problems by researching causes and expediting corrections.
• Obtain and evaluate relevant information to handle inquiries.
• Provide escalated technical support across product categories.
• Collaborate with internal departments to ensure merchant support.
• Assist with PCI compliance tasks and related questionnaires.

Skills

Bilingual English/Spanish

Customer service

Active listening

Time management

Problem solving

Phone systems

CRM software

MS Office

Education

Associate/Bachelor's degree preferred

Tools

CRM software

MS Office

Job description

Grow with a team that leads with service and builds with purpose.

At Basys, we believe success is built on relationships, not transactions. We collaborate, solve challenges head-on and raise the bar for ourselves and each other every day. If you’re energized by meaningful work and motivated to make a real impact, you’ll feel right at home here.

We personalize payments and elevate service so our clients can grow with confidence. And we’re building a company where innovation, care and accountability shape how we work: together.

Summary

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.
• To remain innovative and efficient, the use of AI tools is typical and expected within this role and at Basys
• Completes other assigned duties and projects as requested.

Requirements

• Ability to speak and write English and Spanish fluently
• Strong communication, both written and verbal
• 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.

Basys is an equal opportunity employer