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Customer Support Analyst

4 months ago

American Fork, United States Springbrook Holding Company LLC Full time
Job DescriptionJob Description

Why Xpress Bill Pay

Xpress Bill Pay is an online nationwide company that provides fast, secure, and convenient online bill payment solutions. Founded in 2005 and located in American Fork, Utah, Xpress Bill Pay has developed an innovative web-based online payment system. This system makes it easy for large and small organizations to offer online bill payment to their customers via credit cards, debit cards or electronic fund transfers. The Company is fast growing with over one million registered users. We also offer accounting software that enables our payment portal to connect to our customers' in-house accounting software.

We offer employees a culture that emphasizes performance, productivity, and collaboration. You will be empowered and engaged working with like-minded individuals who are driven and passionate about contributing to a market-leading software organization with proven technology.

If you are motivated by the idea of delivering on the promise of solving for a new era of more efficient, open, and innovative governance and the opportunity to join an organization that provides a solid career path and promotions from within, then we'd love to hear from you.

Where You Fit:

The Support Analyst provides technical support and customer services (online payments and basic -intermediate technical support tickets) to our customers over phone and email.

This position is not eligible for remote work. Because of Payment Card Industry (PCI) Standards we require candidates in office at 108 South 700 East, American Fork, Utah.

The Company is flexible and seeks qualified candidates for part-time to full-time shifts. This position is ideal for college students looking to earn money and gain valuable work experience.

Strong preference will be given to applicants who are bilingual (Spanish/English)

Multiple vacancies with both full-time and part-time options available

Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone or email, adhering to Xpress Bill Pay policies and best practices.
  • Work with customers using credit cards or bank checks for payments over the phone.
  • Become an expert on the XBP system for end users
  • Help end-users set up accounts online on the XBP website.
  • Uses Xpress Bill Pay ticketing system to create, track, and/or update details on the specifics of client issue(s).
  • Enter pertinent case data into the CRMs (SalesForce) to log customer calls and emails.
  • Determine the urgency of issues for each client case and escalate where necessary.
  • Update our internal databases with information about technical issues, internal process documentation knowledge base articles, and useful discussions with customers.
  • Share feature requests and effective workarounds with team members.
  • Maintain general awareness of Xpress Bill Pay security and privacy policies.
  • Report any security incident or suspected security incident to the Xpress Bill Pay Incident Response Team

Required Qualifications

  • One year's experience providing customer support via phone and email.
  • Call-Center experience
  • Strong customer service skills with the ability to work independently or with minimal supervision.
  • Organized, positive attitude and a team player.
  • Ability to work with others in researching and resolving issues. Prepare reports for internal and external updates.
  • Must be at least 18 years of age or older

Desired Qualifications

  • Bilingual (English/Spanish) strongly preferred
  • Understanding and experience working in the Payments area.
  • Prior experience working in a municipal/local government, water billing, or electric billing agency is a plus.
  • Mobile app specialist

Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered). Xpress Bill Pay is an Equal Opportunity Employer. Xpress Bill Pay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.