Customer Support Specialist

BASYS ProcessingLenexa, KS
Hybrid

About The Position

Grow with a team that leads with service and builds with purpose. At Basys, we believe success is built on relationships, not transactions. We collaborate, solve challenges head-on and raise the bar for ourselves and each other every day. If you�re energized by meaningful work and motivated to make a real impact, you�ll feel right at home here. We personalize payments and elevate service so our clients can grow with confidence. And we�re building a company where innovation, care and accountability shape how we work: together.

Requirements

  • Strong communication, both written and verbal
  • Great active listening skills
  • Exceptional interpersonal and rapport building skills
  • A patient and empathetic attitude
  • Strong time management and organizational skills
  • Adaptability and flexibility
  • Comfortable working in fast-paced environments
  • Troubleshooting skills, either basic or advanced, depending on the role and industry
  • Computer literacy
  • Phone skills, including familiarity with complex or multi-line phone systems
  • In-depth knowledge of a company's products and/or services
  • A minimum of 1 year experience in a financial institution or customer service required
  • Strong Communication Skills Required
  • Proficiency in Microsoft Office Suite, CRM

Nice To Haves

  • Associate�s or Bachelor�s Degree Preferred

Responsibilities

  • Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values.
  • Perform a variety of activities that result in one call resolution for inbound customer support calls.
  • Responsible for monitoring and assisting with merchants� Payment Card Industry compliance.
  • Serves as first line of support for merchant and partner issues and inquires.
  • Resolves product or service problems by researching and determining the cause of the problem, expediting correction and documenting and following up to ensure resolution.
  • Obtains and evaluates all relevant information to handle product and service inquiries.
  • Provides escalated technical support to customers among a variety of product categories, resolving issues according to prescribed standards and procedures.
  • Works with internal departments to ensure a high level of support for the merchant and partner.
  • Proactively contacts merchants for PCI compliance needs, assists with the completions of PCI questionnaires, schedules and monitors applicable PCI scans.
  • Responsible for answering and documenting inbound and outbound calls, responding to email correspondence, and using the live chat feature to provide live chat support.
  • Identifies and documents hardware and software issues that require further escalation and tracks them through to resolution.
  • Provides software and terminal training to merchants and assures compliancy standards are met.
  • Updates merchant information in databases as needed.
  • Escalates issues to Supervisors when necessary.
  • Completes other assigned duties and projects as requested.

Benefits

  • bilingual pay differential for eligible languages
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