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Partner Support Specialist I

4 months ago

Louisville, United States Stax Full time
Job DescriptionJob DescriptionDescription:

As a Partner Support Specialist I, your role is to provide white-glove service to our customers through their journey with Stax. You will support our customers by using your knowledge of Stax’s products and services along with your understanding of their business to provide the highest level of care. We care immensely for our customers and embrace the responsibility we have to them. If you’d like to join us on this journey, then keep reading.


What You’ll Do

As a Partner Support Specialist I, your role is to become a payments expert and assist our customers with their support inquiries ranging from hardware issues to account inquiries. You are the merchant and partner facing problem solver and you help ensure any issues are resolved quickly and the customer feels supported with a target of same-day resolution.


Key Responsibilities & Objectives

  • Service customers through incoming and outbound calls with a goal of same day resolution
  • Work in a ticketing queue to support merchants with account inquiries, PCI Compliance, authorization and settlement inquiries, understanding merchant statements, technical troubleshooting and more
  • Utilize attention to detail to ensure all merchant account information is configured correctly and reviewed for accuracy
  • Diagnose/troubleshooting technical issues
  • Complete account information change requests in all applicable systems
  • Manage and execute email correspondence in a timely manner
  • Responsible for downloading and shipping new terminals to merchants
  • Identify workarounds and resolutions to technical issues
  • Speaking to customers to quickly get to the root of their problem
  • Coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end to end troubleshooting including systems outside of Stax’s control
  • Identifying hardware and software solutions
  • Work with various teams across the organization with the common goal of supporting our customers
  • Identify ways we can improve internal processes
  • Use expertise to build strong healthy relationships with customers
  • Be an expert in all technical products and troubleshooting
  • Have a vast understanding of all product and processing solutions offered
  • Assist in updating and maintaining knowledge base with new processes
  • Assist Lead of and Manager of Partner Solutions
Requirements:
  • Merchant processing / payments industry knowledge preferred
  • Excellent communication skills, to work within team and client relations
  • Ability to work under pressure in fast-paced environment and prioritize workload
  • Comfortable with standard business software (Microsoft Office, Google, etc)
  • Customer service background
  • Strong attention to detail
  • Solution oriented with the ability to think strategically and creatively in decision making
  • Strong work ethic
  • Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
  • Strong organizational and time management skills
  • Commitment and self-motivation to work within deadlines with minimum supervision
  • Strong relationship-builder
  • Deeply analytical by nature, questioning that which cannot be proven