Customer Service Representative
About The Position
IXOPAY is seeking a bilingual Customer Support Representative (English) to join their team. This role involves assisting merchants with the Payment Card Industry (PCI) compliance process through phone, email, and chat support. The representative will act as a key resource for customers, guiding them through PCI Self-Assessment Questionnaires (SAQs), resolving technical issues, and ensuring an exceptional customer experience. The company culture emphasizes collaboration, continuous learning, and empowering employees to take ownership and drive change. IXOPAY is committed to progress over perfection and utilizing modern technology and AI.
Requirements
- Professional fluency in English (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.
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.
- 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.
Benefits
- Opportunities to learn and grow
- Supportive, collaborative environment
- Meaningful impact for merchants across North America
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
