Customer Service Technical Support Specialist

4 weeks ago

Roseville, California, United States CoCard Business Full time
Job Title: Customer Service Technical Support Specialist

CoCard Business is a leading provider of payment technology solutions for businesses across the United States. We are seeking a highly skilled Customer Service Technical Support Specialist to join our team.

The ideal candidate will have excellent customer service skills, a can-do mentality, and a passion for delivering personalized and caring experiences for clients and internal sales agents alike. They will be responsible for providing first-line technical support via phone, email, and chat, responding to inquiries, and resolving hardware or software problems.

The successful candidate will have strong communication and interpersonal skills, with the ability to work effectively in a team environment. They will also have a strong understanding of customer service core principles and practices, with a proven track record of providing exceptional customer service.

Responsibilities:

  • Provide first-line technical support via phone, email, and chat
  • Respond to inquiries and resolve hardware or software problems
  • Track and maintain support calls using CRM
  • Install POS applications and hardware onsite/remotely and train customers on their use
  • Install and troubleshoot local network cable, router, and firewall setup
  • Respond to customer inquiries, product and service questions, and customer complaints
  • Keep track of customer accounts and make updates with new account information as necessary
  • Work closely with the sales lead to stay up-to-date on service and product knowledge
  • Record customer interactions and follow up on their experience with our company
  • Refer to customer scripts when working through difficult situations and refer to a supervisor, if necessary
  • Resolve customer complaints in a friendly and timely manner to ensure high customer satisfaction
  • Assist clients and sales agents with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contact methods
  • Provide extraordinary client service to merchants via inbound phone calls, email, or chat
  • Provide extraordinary service and sales support to agents and partners
  • Answer merchant questions and resolve customer support problems related to billing, account management, and troubleshooting
  • Thoroughly describe and document work using call ticketing systems
  • Update the ticketing system and advance tickets with the current status of all ongoing issues and Merchant Contacts
  • Assist with the installation of equipment, menu builds, software configuration, troubleshooting, and services for merchants
  • Assist with Internet networking, configuration, and troubleshooting

Qualifications:

  • Customer service experience is required
  • Prior experience in a call center, financial industry, or e-commerce environment is preferred
  • Strong customer service skills and follow-through skills
  • Excellent verbal and written communication, interpersonal skills, customer orientation, team interaction, problem-solving, and multi-tasking skills are required
  • Punctual, regular, and consistent attendance
  • Display strong communication skills, active listening skills, and personal skills
  • Bilingual (Spanish) is a plus but not required
  • Computer Skills, including Microsoft Office, data entry, and CRM systems
  • Proven prior CRM or database experience is preferred
  • 2+ years of Customer Service Technical Support experience preferred, but not required
  • Experience in the banking or credit card processing industry is preferred, but not required
  • Must have graduated high school, received a G.E.D., or equivalent
  • Knowledge of customer service core principles and practices

Compensation:

$21 - $27 hourly

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