Customer Service Representative

IXOPAY • Dallas, TX

9d • Remote

About The Position

IXOPAY is seeking a bilingual Customer Support Representative (English & Canadian French) to join their team. This role involves assisting merchants with the Payment Card Industry (PCI) compliance process by providing support via phone, email, and chat. The representative will act as a key resource for customers, guiding them through PCI Self-Assessment Questionnaires (SAQs), resolving technical issues, and ensuring a positive customer experience.

Requirements

• Professional fluency in English and Canadian French (spoken and written).
• Strong communication and customer service skills.
• Comfortable working with computers, web applications, email, chat, and phone systems.
• Ability to multitask while maintaining accuracy and attention to detail.
• Strong problem-solving skills and a customer-first mindset.
• Ability to work independently and as part of a collaborative team.
• Typing speed of at least 35 words per minute.
• Ability to pass a background check as part of the hiring process.
• Reliable high-speed wired (Ethernet) internet connection for remote work.
• Quiet, distraction-free home workspace.
• Ability to work at a computer and communicate by phone for extended periods during the workday.
• This position is not eligible for employment sponsorship.

Nice To Haves

• Previous customer service or contact center experience.
• Familiarity with basic networking concepts or technical troubleshooting.
• Experience supporting customers in a SaaS or technology environment.

Responsibilities

• Guide merchants through the PCI Self-Assessment Questionnaire (SAQ) process.
• Respond to customer inquiries via phone, email, and chat in English and Canadian French.
• Identify customer needs, troubleshoot issues, and provide clear guidance and solutions.
• Accurately document customer interactions and maintain merchant records.
• Follow up on open cases to ensure timely resolution.
• Handle customer concerns with professionalism, empathy, and respect.
• Collaborate with teammates to deliver a consistently high-quality customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed