Customer Support Specialist - Payment Processing (Hybrid- Austin, TX)

Togetherwork•Austin, TX

16d•Hybrid

About The Position

Togetherwork is a family of SaaS solutions that focuses on organizational management, administration, and payment processing. This full-time position is in the Operations area, where you will play a critical role as secondary escalation in assisting our portfolio companies and their customers with questions and concerns related to payment processing. In this role, you will provide direct support over the phone, via e-mail, and through our Zendesk support platform, providing customer solutions with clear and concise communication. A strong performer in this role will demonstrate a high sense of ownership in addressing customer requests quickly and effectively, strong problem-solving skills to troubleshoot issues, and an eagerness to learn new technologies and processes.

Requirements

Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
Basic understanding of web technologies, web navigation, and Microsoft Office tools.
Customer-focused with exceptional interpersonal and customer care skills.
Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding.
Strong diagnostic, analytic, and problem-solving skills.
Self-motivated with ability to work independently or in small teams.
Detail-oriented with excellent organizational skills.
Ability to multi-task in a fast-paced and constantly evolving environment.

Nice To Haves

Experience with Zendesk or similar customer support software.
Familiarity with recognizing signs of potentially fraudulent payment activity.
Previous experience with payment processors and troubleshooting credit card terminals/POS devices is a plus.

Responsibilities

Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone.
Prioritize requests based on severity and urgency.
Investigate and resolve inquiries based on established process workflows.
Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed.
Recognize and escalate issues to higher support levels when necessary.
Log all incidents in the Zendesk ticket system, adhering to departmental standards.
Advise and educate customers on best practices and proper configuration to achieve optimal results.
Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience.
Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution.
Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud.
Contribute to the creation of internal and external knowledge base articles for current and future processes.
Review and enhance user guides, technical manuals, FAQs, and other customer documentation.