Client Support - Bilingual in Chinese

Universal Processing•Plano, TX

1d•Onsite

About The Position

The Client Support role is a fully onsite position in our Plano office, 5 days a week. This position is a critical role that interacts directly with our merchants and supports our sales effort with our partners. Since 2003, Universal Processing has dedicated itself to growing the unique needs of small and medium-sized businesses by putting people before profits. Differentiated from the major credit card processing providers, UP’s consultants and support team speak the languages its clients speak, and the business focuses on ingenious customer service, care, support, and reasonable pricing. Today, the Company successfully serves 22,000 clients across the nation. Within 10 years of business, the Company emerged as one of the fastest-growing payments processing companies in the U.S. Nominated as the best ISO of 2024 by ETA and awarded as a Growth Accelerator in CO-100, the Company is soon to become the second AAPI owned payment processor company in US history. In February 2024, Universal Processing changed its branding to Let’s Go uP, to commemorate its legacy and evolution.

Requirements

Must be authorized to work in the US at the time of hire. We are an E-Verify employer!
Bilingual proficiency in Mandarin-Chinese is required, including reading and writing.
Strong communication skills, critical thinking, detail-oriented, and analytical abilities.
Able to actively listen to clients and interact with clients in a friendly and patient manner
Able to take initiative to solve problem effectively
Self-motivated to learn new systems and installation of products
Able to accomplish tasks before deadlines and be detail-oriented
Able to work efficiently as part of a team and as an individual
Proficient with Excel and Word

Responsibilities

Processing client applications for different credit card processing services, and inputs client information by using company client management system.
Listening and responding to customers’ concerns and needs; identifies customers’ requirements and provides the appropriate solutions.
Checking to ensure that appropriate changes were made to resolve clients’ problems.
Keeping records of clients’ interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Contacting clients to respond to inquiries or to notify them of new regulations or any planned adjustments.
Serving as a liaison or translator between merchants and Priority Payment System or FirstData to resolve funding or terminal issues.
Providing technical assistance and support for incoming queries and issues related to terminal hardware.
Scheduling work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution of problems.
Assisting in planning and implementing department goals and makes recommendations to management to improve efficiency effectiveness.