Customer Support Specialist

BASYS Processing•Lenexa, KS

10d•Hybrid

About The Position

The Customer Support Specialist contributes to a positive, collaborative workplace by communicating and working in ways that reflect the company’s purpose and values. The role handles inbound customer support calls and aims to resolve issues on the first call. It also monitors and assists merchants with Payment Card Industry (PCI) compliance. The specialist is the first line of support for merchant and partner inquiries, researching and resolving product or service problems, documenting interactions, and following up to ensure resolution. The role provides escalated technical support across product categories, works with internal departments to support merchants and partners, and assists merchants with PCI questionnaires and scans. Support is provided by phone, email, and live chat. Additional duties include tracking hardware and software issues through escalation and resolution, training merchants on software and terminals, updating merchant information, and escalating issues to supervisors when needed. The position is eligible for a hybrid schedule, with up to one day per week worked remotely under the telecommuting policy. A bilingual pay differential is available for eligible languages.

Requirements

At least 1 year of experience in a financial institution or customer service.
Strong written and verbal communication skills.
Strong active listening skills.
Exceptional interpersonal and rapport-building skills.
A patient and empathetic attitude.
Strong time-management and organizational skills.
Adaptability and flexibility.
Comfort working in fast-paced environments.
Troubleshooting skills appropriate to the role and industry.
Computer literacy.
Phone skills, including familiarity with complex or multi-line phone systems.
In-depth knowledge of the company’s products and/or services.
Proficiency in Microsoft Office Suite and CRM.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Serve as the first line of support for merchant and partner issues and inquiries.
Research product or service problems, identify their causes, expedite corrections, document interactions, and follow up to ensure resolution.
Obtain and evaluate relevant information to handle product and service inquiries.
Provide escalated technical support across product categories and resolve issues according to prescribed standards and procedures.
Work with internal departments to provide a high level of support for merchants and partners.
Proactively contact merchants about PCI compliance needs, assist with PCI questionnaires, and schedule and monitor applicable PCI scans.
Answer and document inbound and outbound calls, respond to email correspondence, and provide support through live chat.
Identify and document hardware and software issues requiring escalation, and track them through resolution.
Provide software and terminal training to merchants and ensure compliance standards are met.
Update merchant information in databases as needed.
Escalate issues to supervisors when necessary.
Complete other assigned duties and projects as requested.