Technical Support Representative- Hybrid

Xplor • Louisville, KY

1d • $18 - $19 • Hybrid

About The Position

Join our Xplor Pay vertical in the Central Technology Team as Technical Support Representative- Hybrid in Louisville, KY to make a real impact every day. We say that because we know that every code line we write, every interface we design and every conversation we have, is another opportunity for us to enrich our customers’ experiences. Reporting into the Customer Support Manager, you will help us interact with customers via phone and email daily.

Requirements

• High School Diploma or equivalent
• Previous call center or customer support experience
• Ability to multi-task and work well under pressure
• High initiative, organization and attention to details
• Team player, must work well with others
• Must speak clearly and persuasively in positive or negative situations
• Exceptional oral and written communication skills
• Listens well in order to ask leading questions for clarification
• Responds well to questions

Nice To Haves

• Bilingual in Spanish & English a plus

Responsibilities

• Promptly respond to all inquiries in a courteous and efficient manner. This role will service customers using our credit card processing platform all across the country.
• Assist customers with technical support troubleshooting billing, chargeback, funding, and access questions, via telephone and chat
• Guide customers through trouble-shooting and programming on their credit card terminals and other types of hardware, also including assisting merchant with ensuring their own communication methods, including researching answers and guiding client through resolution in a timely, efficient manner
• Interact and coordinate with other departments and co-workers to resolve customer issues
• Adhere to established metrics relating to performance and efficiency
• Maintain accurate documentation of each exchange
• Follow up on cases that require further research or work
• Must be wiling to work weekends, some overtime and holidays if needed
• Continue to learn and take a proactive approach to professional and personal development by adding skills and knowledge as the business evolves
• High level of ownership to ensure we are taking care of each interaction
• Must live in Louisville, KY or the surrounding area
• Must be open to evening and weekend shifts
• Bilingual in Spanish & English a plus

Benefits

• Gender Neutral Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees