Clearent
  • 27-Jul-2020 to Until Filled (CST)
  • Operations
  • St. Louis, MO, USA
  • Full Time

SUMMARY:

The Customer Support II role interacts with customers daily, promptly responding to all inquiries in a courteous and efficient manner. The purpose is to ensure excellent service and maintain high customer satisfaction.

DUTIES AND RESPONSIBILITIES:

  • Handle all ISV inquiries to full resolution
  • Take escalated calls from Tier I Customer Support team
  • Respond to chat and email inquiries
  • Assist with new hire training when needed
  • Troubleshoot and program POS Credit Card Terminals in a timely manner over the phone.
  • Build download files for terminals while on the phone with merchants/sales reps and assist with getting downloads started.
  • Create cases and assure that resolution is completed until customer is satisfied.  Includes following cases in external departments.
  • Supports merchant inquires received by phone, email, or fax that include answering questions about transactions, batch information, deposits, banking information, etc.
  • Assist Clearent and independent account representatives with questions, concerns, and/or changes on merchant accounts
  • Handling inbound/outbound calls
  • Make follow up calls to test and batch terminals after the download finishes
  • Use proper system to look up batches from test transactions and copy and paste this information in internal systems to ensure funds are deposited to the correct account.
  • Can multi-task and use multiple computer systems while on the phone.
  • Troubleshoot hardware and software issues.
  • Place replacement and/or swap orders when an issue cannot be resolved over the phone.
  • Verify transactions and batches and advise or troubleshoot accordingly.
  • Provide First Call Resolution and Follow Up when necessary.
  • Be proficient with multiple terminal hardware/software types and their basic functions.
  • Must be willing to work some overtime and holidays if needed.
  • Performs other related duties as assigned by management.

 

 

 

QUALIFICATIONS:

  • High School Diploma or Equivalent
  • Previous Call Center Technical Experience required, inbound or outbound.
  • Analytical ability to diagnose problems and work quickly and independently to resolve issues.
  • Ability to multi-task and work well under pressure.
  • Exceptional oral and written communication skills.
  • Above average organizational skills and attention to detail required.
  • Team player, must work well with others.

 

 

 

 

COMPETENCIES:

  • Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Integrity and Trust--Is widely trusted; Is seen as a direct, truthful individual; Can present the unvarnished truth in an appropriate and helpful manner; Keeps confidences; Admits mistakes; Doesn't misrepresent him/herself for personal gain.
  • Ethics and Values--Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; Acts in line with those values; Rewards the right values and disapproves of others; Practices what he/she preaches.

 

 

Clearent
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