Customer Support Representative

Synchrony•Mechanicsburg, OH

1d•Hybrid

About The Position

We are seeking to add a Customer Support Representative to our Support Team to serve as the frontline in our commitment to outstanding customer service. In this pivotal role, you will address both technical and non-technical inquiries, guiding customers through our platform with ease and efficiency. This position is essential to maintaining the high standards of service that define Versatile, offering a unique opportunity to directly impact our customers' experience. Some of the key areas of impact this role will drive are as follows: Resolve Technical Issues: Quickly troubleshoot and solve platform-related problems, ensuring a seamless user experience. Boost Satisfaction & Loyalty: Enhance customer satisfaction and loyalty by effectively addressing their needs with empathy and expertise. Strengthen Versatile's Reputation: Your proficient support reinforces our standing as a reliable and user-friendly lending technology leader. Inform Platform Improvements: Provide critical feedback from customer interactions to help refine and advance our technology.

Requirements

Bachelor’s Degree with 1+ years’ experience in a technical Customer Support position; or in lieu of degree, a high school diploma or GED with a minimum of 2+ years of experience in a technical Customer Support role.
Excellent communication and presentation skills
Customer orientation and ability to adapt and respond to different types of characters
You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
Legal authorization to work in the U.S. is required.

Nice To Haves

1+ years’ experience with various Customer Support and CRM Tools preferred (such as Zendesk, Jira, Confluence, and/or Salesforce)
2+ years experience in a technical Customer Support position
Technical Customer Support of a software or product preferred.
Zendesk CRM is preferred.
Customer-Centric: You possess a strong desire to help others, with an ability to adapt to various personalities and maintain patience and professionalism.
Multitasker: You're able to juggle multiple tasks simultaneously, prioritizing effectively to ensure all customer inquiries are handled promptly.
Technical Curiosity - While you may not be able to address every technical customer issue that comes in, you have the desire to learn more about the issues and an aspiration to grow your skill set.
Team Player: You thrive in collaborative environments, ready to share knowledge and work together to achieve common goals.

Responsibilities

Receive and respond to all communications within mandated service level
Diagnose and resolve all identified Tier 1 troubleshooting opportunities with >85% First Call Resolution.
Assisting with accessing the portal
Walking retailers through utilizing the portal
Basic Kiosk Hardware Troubleshooting (Cable Seating, Paper Loading)
Basic Kiosk Software Troubleshooting (Network Issues, Accessing Device Level Settings [4FG])
Pairing printers to Hive 2.0
Calibrating touchscreens
Gather and document all identified information within the ticket
Diagnose and resolve identified Tier 2 troubleshooting opportunities, including: Errors submitting applications (System Errors) Errors processing requests (lookup, authorize, fund) Identifying Configuration/ Setup Issues (Missing Remote Config/ Missing Provider Categories) Payment/funding related troubleshooting (Aspen specific) Advanced Hardware Troubleshooting (Unresponsive iPads, Jamf Reboots) Hardware Replacements (Quote, receive approval, add to notion)
Ability to identify trends in issues and flag larger systemic problems needing escalation.
Document steps taken to attempt to resolve problems, and make efforts to share the documentation and information with Tier 1 Reps to increase their knowledge.
For issues that are determined to be outside your scope, escalate all inquiries to the appropriate contact.
Perform other duties and/or special projects as assigned.