Client Support Associate I

2 weeks ago


Louisville, Kentucky, United States Stax Full time
Job Overview

As a Partner Support Specialist I, you will play a crucial role in delivering exceptional service to our clients throughout their experience with Stax. Your expertise in Stax's offerings, combined with a deep understanding of our clients' businesses, will enable you to provide unparalleled support. We prioritize our clients' needs and take our commitment to them seriously. If you are ready to embark on this rewarding journey, continue reading.

Key Responsibilities

  • Assist clients through both incoming and outgoing communications, aiming for same-day issue resolution.
  • Manage a ticketing system to address merchant inquiries related to accounts, compliance, transaction processing, and technical challenges.
  • Ensure meticulous attention to detail when configuring and verifying merchant account information.
  • Diagnose and troubleshoot technical problems effectively.
  • Process requests for changes to account information across relevant systems.
  • Handle email communications promptly and professionally.
  • Oversee the distribution of new terminals to merchants.
  • Identify and implement solutions for technical challenges.
  • Engage with clients to swiftly uncover the root causes of their issues.
  • Coordinate troubleshooting efforts with various third-party vendors to provide comprehensive support.
  • Recognize both hardware and software solutions that meet client needs.
  • Collaborate with diverse teams within the organization to enhance client support.
  • Propose improvements to internal processes for greater efficiency.
  • Leverage your expertise to cultivate strong, positive relationships with clients.
  • Maintain a thorough understanding of all technical products and troubleshooting techniques.
  • Stay informed about all product offerings and processing solutions available.
  • Contribute to the knowledge base by updating it with new procedures.
  • Support the Lead and Manager of Partner Solutions in various initiatives.

Qualifications

  • Familiarity with the merchant processing and payments sector is advantageous.
  • Exceptional communication skills for effective teamwork and client interaction.
  • Able to thrive in a fast-paced environment while managing multiple priorities.
  • Proficient with standard business software applications.
  • A background in customer service is preferred.
  • Strong attention to detail is essential.
  • Proactive and solution-oriented, with the ability to think critically and creatively.
  • Demonstrated strong work ethic and commitment to excellence.
  • Open to feedback and direction while also being innovative in approach.
  • Excellent organizational and time management abilities.
  • Self-motivated with the ability to meet deadlines independently.
  • Adept at building and maintaining relationships.
  • Analytical mindset, questioning assumptions and seeking evidence.


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