Support Specialist

4 days ago

Bellevue, United States Vendara (Formerly Choice Merchant Solutions) Full time

Are you ready to join an organization that’s investing in the team and technology to take the company (and you) to the next level?


As a fast-growing provider of payments technology and financial solutions, Vendara has what it takes to get us there fast:

  • Great foundation: Strong infrastructure of technology and support systems
  • Amazing spirit: Customer-centric people and partners who are passionate about their work and accountable for executing with excellence.


Who we are:

We facilitate payments for traditional brick-and-mortar business as well as provide the payments engine behind some of the fastest growing e-commerce and enterprise clients today. Our culture is both entrepreneurial as well as supportive. Our financial sponsor is one of the most prestigious Silicon Valley based growth equity firms and our mandate is to grow through M&A, exponential organic growth and through hiring the most talented people. We pay competitive salaries along with bonuses and full benefits package.


Summary:

We are seeking a Customer/Technical Support Specialist to join our team and provide exceptional support to our merchants. The ideal candidate will have a passion for customer service, excellent communication skills, and a strong technical background to assist with resolving technical inquiries and issues. You will be responsible for the communication between Merchants and the Support team and provide superior customer service 100% of the time. The Support Specialist is an integral part of the support team and builds a positive rapport with Merchants to create trust and gain respect. The specialist coordinates and resolves all technical service-related issues such as software integration and test transactions.


Responsibilities:

  • Serve as the primary point of contact for merchants, providing assistance and resolving inquiries via phone, email, tickets, or other communication channels.
  • Respond promptly to merchant inquiries with professionalism and empathy, ensuring a positive customer experience.
  • Identify and assess customer needs to provide appropriate solutions or escalate complex issues to the relevant teams.
  • Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
  • Maintain accurate merchant account information in our systems, update changes in various CRM platforms.
  • Proactively follow up with customers to ensure issue resolution and satisfaction.
  • Provide technical assistance and troubleshooting support to merchants experiencing product-related issues or challenges.
  • Diagnose and resolve technical issues with software, hardware, applications, and other IT-related products.
  • Collaborate with internal teams to address and resolve technical issues promptly.
  • Document technical solutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
  • Develop and maintain a deep understanding of our products, features, and capabilities to effectively support customers.
  • Provide product demonstrations, training sessions, and user guides to customers to enhance their understanding and usage of our products.
  • Ensure service quality and adherence to company standards by following established processes and procedures.
  • Conduct quality assurance checks on customer interactions and technical solutions to maintain high standards of service delivery.
  • Identify opportunities for process improvement and contribute to the development of best practices for customer and technical support.
  • Contribute to a positive team environment, assist peers, and follow department procedures.
  • Present a solid, customer first attitude with each interaction.


Qualifications:

  • At least two years of experience working in a forward-facing, customer support role. One year of Merchant Services experience preferred.
  • Excellent written and verbal communication skills.
  • Ability to build rapport quickly and to adapt/respond to different Merchant needs.
  • Desire to take personal responsibility to complete tasks and solve problems.
  • Familiarity with business systems and practices.
  • Maintain a positive attitude and work seamlessly in a team-oriented environment.
  • Proactive, results oriented and able to work independently.
  • Available schedule Monday to Friday normal business hours.


Benefits:

  • Opportunity to work in a dynamic and fast-paced environment.
  • Make a real impact on the success of the organization.
  • Work with a talented and supportive team.
  • Competitive salary and benefits package.
  • Medical insurance
  • Vision insurance
  • Dental insurance
  • 401(k)
  • Paid maternity leave


Preference will be given to candidates in the Bellevue, WA area; remote candidates will be considered with relevant industry experience

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