Customer Support Specialist

basyspro; Lenexa (KS); On-site; USD 32,000 - 45,000; Full time

Job summary

basyspro in Lenexa, KS seeks a customer support specialist to handle inbound calls and emails during a tight 11am-8pm CST shift. You will resolve issues on the first contact and guide merchants through PCI compliance steps.

The role emphasizes proactive PCI communications, accurate documentation, and collaboration with internal teams to maintain high service levels and data integrity.

Qualifications

• Experience delivering first call resolution for inbound customer inquiries.
• Knowledge of PCI compliance standards and related questionnaires.
• Ability to document issues and resolutions clearly and promptly.

Responsibilities

• Serve as the first line of support for merchant and partner issues.
• Research and resolve product or service problems, documenting results.
• Coordinate with internal teams to ensure high-quality support across products.
• Assist merchants with PCI compliance needs, questionnaires, and scans.
• Handle inbound/outbound calls, emails, and live chat with timely responses.
• Update merchant information and escalate when necessary.

Skills

Customer support

PCI compliance awareness

Communication skills

Problem solving

Documentation

Job description

Seeking 11am-8pm CST Shift only!

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 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 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 compliance standards are met.
• Updates merchant information in databases as needed.
• Escalates issues to Supervisors when necessary.
• Completes other assigned duties and projects as requested.