Bilingual Customer Support Specialist (English/Spanish) – Hybrid

Basys Processing; Lenexa (KS); Hybrid; USD 40,000 - 60,000; Full time

Job summary

A technology and payment integration firm is seeking a Customer Support Specialist to assist merchants with inquiries, provide technical support, and ensure PCI compliance. Ideal candidates are bilingual in English and Spanish, possess strong communication skills, and have at least one year of experience in customer service. The role allows hybrid work flexibility with one remote day per week.

Qualifications

• Minimum of 1 year experience in a financial institution or customer service required.
• Ability to handle product and service inquiries effectively.
• Comfortable working in fast-paced environments.

Responsibilities

• Serve as first line of support for merchant and partner issues.
• Resolve product or service issues through research.
• Provide software and terminal training to merchants.

Skills

Fluent in English and Spanish

Strong communication skills

Exceptional interpersonal skills

Strong time management

Adaptability and flexibility

Troubleshooting skills

Phone skills

Education

Associate’s or Bachelor’s Degree

Tools

Microsoft Office Suite

CRM

Job description

Career Opportunities with BASYS Processing

A great place to work.

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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
• 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
• 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.