iPay Customer Support Specialists

2 weeks ago

St Catharine, United States Aztec Full time

About Aztec: At Aztec, we are committed to delivering innovative technology solutions that enhance the banking experience for community banks and credit unions. Our cutting-edge products are designed to transform digital banking and payment processes.

Position Overview: The iPay Customer Support Specialists play a crucial role in providing exceptional service through inbound phone and chat support for our bill payment platform. You will assist users of our financial institutions by guiding them through site navigation, resolving issues, and offering basic technical assistance.

Key Responsibilities:

  • Deliver prompt product support by evaluating, researching, and resolving customer inquiries in a single interaction.
  • Maintain a high level of professionalism while establishing a positive rapport with customers through calls, chats, or cases, ensuring adherence to security protocols.
  • Document product-related issues and enhancements, escalating complex inquiries to the appropriate teams for resolution.
  • Assist customers with the setup of new accounts and perform maintenance on existing accounts.
  • Meet expected performance metrics for the contact center.
  • Perform additional duties as assigned.

Qualifications:

  • Minimum of 1 year of experience in customer service (either face-to-face or phone support).
  • Strong communication skills, with the ability to convey information clearly and effectively.
  • Willingness to work a designated shift with no flexibility once accepted.
  • Availability to undergo training for the first several weeks during standard business hours.
  • Ability to maintain a reliable internet connection for remote work, with specified download and upload speeds.

Preferred Qualifications:

  • Experience in a call center environment.
  • Ability to remain calm and courteous while assisting customers.
  • Bilingual skills are advantageous.

Why Choose Aztec? At Aztec, we believe in doing the right thing and fostering a fun, collaborative environment. We value our employees and recognize that their well-being is essential to our success. Our comprehensive benefits programs are designed to support the physical, mental, and financial health of our team.

Commitment to Diversity: Aztec is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

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