Customer Service Representative

The Customer Service Tier 1-Tech Support role is pivotal in ensuring seamless customer interactions and resolving technical issues related to payment processing systems. This position involves handling inbound and outbound customer calls, addressing inquiries, and providing basic tech support promptly and efficiently. The position also entails using provided manuals and participating in continuous training programs to enhance skills and stay updated on company products and services.

Responsibilities:

Handling Customer Calls

• Provide courteous and professional assistance to customers via phone calls, addressing inquiries, concerns, and technical issues related to their card processing machines.
• Answering incoming calls through the IVR or initiating outbound calls assigned by supervisors to address customer inquiries or technical needs regarding their card processing machines.
• Solving customer inquiries or problems on the initial call, striving for a high rate of first-call resolution and enhancing overall customer satisfaction and loyalty.

Technical Troubleshooting

• Manage basic technical knowledge and resources to troubleshoot and resolve hardware and software issues with card processing machines, guiding customers through diagnostic procedures and solutions.
• Using manuals provided by supervisors as a resource for resolving customer calls effectively.

Case Creation and Tracking

• Creating cases for each call to maintain a detailed record of customer interactions and monitor progress.

Customer Feedback and Improvement

• Request and collect customer feedback on service experiences, technical issues, and product usability, providing valuable insights to management for continuous improvement initiatives and product development.

Cross-Functional Collaboration

• Collaborate effectively with cross-functional teams, including Sales, Product Development, and Quality Assurance, to address customer needs, share insights, and contribute to overall organizational success.

Escalation Procedures

• Identify and escalate complex or unresolved issues to Tier 2 Technical Support or relevant departments for further investigation and resolution, maintaining effective communication with customers throughout the escalation process.

FIVE9 Platform Usage

• Effectively navigate and use the FIVE9 platform and other software tools to manage incoming calls, access customer information, and document interactions, maximizing productivity and service effectiveness.

QA Compliance & General  Development

• Following established methods and procedures provided by the Quality Assurance (QA) department to ensure accurate data verification and deliver exceptional customer service.
• Engaging in ongoing training programs to enhance customer service skills and stay updated on company products and services.

Adherence to Schedule

• Create and maintain detailed cases for each customer interaction, documenting the nature of the inquiry or issue, steps taken for resolution, and any follow-up actions required, ensuring comprehensive tracking and accountability.

Requirements:

• High school diploma or equivalent; additional education or certification in customer service or technical support is advantageous.
• Minimum of 1 year of experience in a customer service or technical support role, preferably in a call center environment.
• Proficiency in using IVR systems and call center software, with experience in FIVE9 being beneficial.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a commitment to achieving first-call resolution.
• Ability to follow established procedures and guidelines for customer interactions.
• Demonstrated ability to work effectively in a fast-paced environment and meet performance targets.
• Flexibility to work scheduled shifts, including evenings, weekends, and holidays as required.
• Willingness to participate in ongoing training and development programs.