Customer Support Specialist

Stax•Orlando, FL

16d

About The Position

We’re proud to share that our Customer Support team earned Bronze in the Stevie® Awards for Front-Line Customer Service Team of the Year - a recognition that highlights our people-first mindset and relentless commitment to our clients. At Stax, Customer Support isn’t just about answering questions. It’s about empowering businesses, solving real problems, and delivering every interaction with both knowledge and heart. Come be part of a team that’s nationally recognized, deeply collaborative, and dedicated to raising the bar for customer experience every single day. As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers’ payment processing infrastructure, which may include third-party systems in addition to Stax systems.

Requirements

2+ years working with customers
Excellent communication skills, to work within team and customer relations
Strong customer empathy and the ability to de escalate in emotional situations
Technical or financial support experience
Excellent phone etiquette
Ability to work under pressure in fast-paced environment and prioritize workload
Comfortable with standard business software (Microsoft Office, Google, etc)
Solution oriented with the ability to think strategically and creatively in decision making
Strong work ethic
Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
Strong attention to detail

Nice To Haves

Bilingual - Fluent in English and Spanish a plus

Responsibilities

Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
Maintain an average call handle time of 20 minutes
Handle calls related but not limited to:
Login Help
Basic Transaction Research
Basic Deposit Research
General Inquiries
Basic StaxPay How To’s/Walk Throughs
Billing Tickets (Fee Opt Outs)
StaxPay Troubleshooting
Basic Terminal Troubleshooting
Maintain KPIs as set forth by support leaders
Responding to customer support requests in a timely manner
Diagnose/troubleshoot basic technical issues across hardware and software platforms
Identify workarounds and resolutions to basic technical issues
Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax’s control
Identifying hardware and software solutions
Maintain high data hygiene on your work in all internal systems
Provide feedback to help identify trends and potential process improvements or customer experience improvements
Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
May be assigned weekend and evening shifts
Other duties as assigned