Job Description

We are looking for a dedicated and customer-focused Client Support Representative to join our remote team. In this role, you will support customers with payment gateways and merchant accounts, using your technical knowledge and communication skills to resolve issues and ensure client satisfaction.

Key Responsibilities

• Respond to inbound calls, emails, and chats regarding technical issues, billing inquiries, and general service questions.
• Troubleshoot and resolve issues related to POS systems, payment gateways, API integrations, and account updates.
• Navigate multiple credit card processing platforms and eCommerce gateway solutions to research and resolve customer concerns.
• Document all customer interactions in Salesforce CRM for quality assurance and reporting.
• Serve as a liaison between customers and third-party payment vendors.
• Conduct quality control checks on new accounts and process device fulfillment orders.
• Collaborate with Sales to provide technical input on POS solutions.
• Proactively follow up with customers to ensure resolution and satisfaction.
• Stay current on product updates, system changes, and internal processes through training and team meetings.
• Maintain a quiet, distraction-free home office environment.

Required Experience & Skills

• Minimum of 2 years of experience in billing support, customer service, client support, or a related field.
• Experience supporting customers in the banking or financial field.
• High-speed internet connection (dial-up and satellite internet are not supported).
• Strong analytical, decision-making, and problem-solving skills.
• Proven ability to deliver excellent customer service and adapt to client needs.
• Self-motivated with a strong sense of ownership and accountability.
• Effective communicator with the ability to tailor messaging to various audiences (technical, customer, vendor, etc.).
• Comfortable working independently and in a fast-paced, team-oriented environment.
• Ability to manage multiple tasks with urgency and attention to detail.

Preferred Qualifications

• Proficiency in Microsoft Office (Excel, Word); Salesforce experience is a plus.
• Familiarity with POS systems and payment gateway technologies.

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