Customer Support Specialist

Basys; Lenexa (KS); Híbrido; USD 38.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid schedule

Bilingual pay differential

Descripción de la vacante

Basys is seeking a customer support professional to serve as the first line of contact for merchant and partner inquiries. You will resolve problems, document outcomes, and collaborate with internal teams to maintain high support levels.

The role includes assisting with PCI compliance processes, responding to calls and emails, and providing training on software and terminals. A hybrid work arrangement is offered.

Formación

• Associate’s or Bachelor’s Degree preferred.
• Minimum of 1 year experience in a financial institution or customer service is required.
• Strong communication skills.
• Proficiency in Microsoft Office Suite and CRM.

Responsabilidades

• 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 resolution.
• Obtains and evaluates information to handle inquiries.
• Provides escalated technical support across product categories following standards.

Conocimientos

Strong communication

Active listening

Interpersonal skills

Empathy

Time management

Organizational skills

Adaptability

Phone skills

Troubleshooting

Customer service

Educación

Associate’s or Bachelor’s Degree Preferred

Herramientas

Microsoft Office Suite

CRM

Descripción del empleo

Summary

Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. 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.

Summary

Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. 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.
• Responsible for answering and documenting inbound and outbound calls, responding to email correspondence, and using the live chat feature to provide live chat support

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.
• Completes other assigned duties and projects as requested.

Requirements

• 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.
• This role is eligible for a bilingual pay differential for eligible languages.

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.