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Client Support Specialist

2 months ago

Jacksonville, United States Autoscribe Full time
Job DescriptionJob Description

Join Autoscribe, a leading payment processing company since 1989, as a Client Support Specialist. In this dynamic role, you'll be the front line of support, providing top-notch help desk technical and payment assistance to our valued clients. You'll work closely with our Implementations, Development, and Client Success teams to ensure an exceptional client experience.

As a Client Support Specialist, you'll be responsible for:

  • Delivering exceptional customer service through technical and payment support.
  • Collaborating with cross-functional teams to resolve client issues.
  • Enhancing the overall client experience by addressing and anticipating needs.

If you have a passion for client care and a knack for solving problems, we invite you to join our dedicated team at Autoscribe and contribute to our legacy of excellence in payment processing.

Essential Functions
  • Ensure a positive client experience through high quality service and communication
  • Capture, update and maintain client contact information
  • Respond to front-line client issues through research (ex. email research, KB, and peer assistance)
  • Documentation of work flows and processes
  • Provide client training as needed
  • Trouble shoot and provide recommendations on design and categorization of tickets within the support ticketing system. Productize the organizational response and best practices.
  • Document and update involved parties on incident status through service desk management system and all means of communications available
  • Identify, diagnose and escalate situations requiring urgent attention
  • Drive fix and provide an accurate resolution
  • Manage files, databases and execute reports
  • Provide support to internal teams
  • Monitor file transfers
  • Rotational on – call support outside of standard business hours
  • Engage in continuous performance evaluation and training projects
Position Type and Work Schedule
This is a full-time, hybrid position. Days and hours of work are Monday through Friday, as well as Saturdays for up to 4 hours during certain weeks. When Saturday work is needed, weekly hours will be adjusted accordingly. A schedule to be provided by your manager. 

Travel
Travel outside the local area is not expected for this position.

Education and Experience
  • Associate’s degree or equivalent business experience
  • Two years of technical help desk support experience
  • Relevant experience in the financial, banking or ACH payment processing industry is  strongly preferred
  • Strong reconciliation skills
  • Demonstrated success in managing client needs and expectations
  • Highly organized with experience in the documentation of work flows and process
  • Proficient knowledge of Windows Operating Systems and Microsoft Office products
  • Ability to read, develop or learn SQL query statements along with familiarity with XML and JSON file formats would be a plus  

 

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