Bilingual Customer Support Specialist

basyspro; Lenexa (KS); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Basys is seeking a bilingual English/Spanish customer support specialist to join our PCI-focused team in Lenexa, KS. The role handles inbound merchant and partner inquiries, aims for one-call resolutions, and assists with PCI compliance activities.

You will provide first-line support, document issues, and coordinate with internal departments to ensure high-quality service in a fast-paced environment. Hybrid work allows up to one remote day per week per policy.

Qualifications

• Associate’s or bachelor’s degree preferred.
• 1 year of experience in financial institution or customer service.
• Strong communication skills required.
• Proficiency in Microsoft Office Suite and CRM.

Responsibilities

• Serves as first line of support for merchant and partner issues and inquiries.
• Resolves product or service problems by researching and determining the cause, 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.
• 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.

Skills

Bilingual English/Spanish

Communication skills

Active listening

Interpersonal skills

Empathy

Time management

Adaptability

Fast-paced environment

Troubleshooting

Computer literacy

Phone systems

Product knowledge

Education

Associate’s or Bachelor’s Degree preferred

Tools

Microsoft Office Suite

CRM systems

Job description

Seeking 11am-8pm CST Shift only!

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 inquiries.
• 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 is an equal opportunity employer.