Customer Service Representative, Merchant Support

Job Description

Position Description:
The Customer Service Representative will be part of our World Class Customer Support team and will be responsible for supporting the business and technical needs of our growing merchant base. As a Customer Support Representative you will be assisting existing merchants with their payment gateway accounts through e-mail, inbound phone calls or chat. This position is located in Lehi, Utah, Thanksgiving Point Business Park.

Specific Responsibilities will include:
Provide World Class Client Service to Merchants via inbound phone calls, email or chat.

Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations

Answer merchant questions and resolves customer support problems related to billing, account management and troubleshooting.

Thoroughly describe and document work, using call ticketing systems

Escalate tickets to Managers, Tier 3 technicians, Reseller group or Specialists as needed

Update the ticketing system with current status of all ongoing issues and Merchant Contacts

Position Details:
$15.00 hourly rate, 12% differential for applicable shifts, along with quarterly bonuses and an annual review of compensation.

Paid 6 week training that begins on 7/10/2017. Training schedule is Monday-Friday 8:00am-5:00pm

Shifts start times vary from 6AM to 8:00PM 7 days a week

Medical, Dental, Vision insurance, with no waiting period

401(k) with a company match (You put in $1.00, Visa puts in $2.00)- Always fully vested

Generous paid time off (21 days for years 1-5, and increases after that)

10 paid holidays per year

Education Assistance, Adoption Assistance, and Commuter Assistance

Rewarding environment with opportunity for advancement Qualifications

Customer service experience required. Prior experience in call center, financial industry or ecommerce environments is preferred

Demonstrated commitment to quality and customer service

Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required

Must have punctual, regular and consistent attendance

Bi-lingual (Spanish) is a plus

High School Diploma required, Associate or Bachelors degree preferred

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

All your information will be kept confidential according to EEO guidelines.