Associate Technical Support Representative - Repay - Realtime Electronic Payments

ABOUT THE ROLE

In this role, you will play a crucial part in providing outstanding technical assistance to our customers. The ideal candidate should have a strong understanding of our products/services, excellent communication skills, and the ability to troubleshoot and resolve technical issues. If you are passionate about helping customers and have a knack for problem-solving, we encourage you to apply.

RESPONSIBILITIES

• Provide prompt and courteous technical support to customers via phone or email, addressing inquiries, troubleshooting issues, and resolving problems efficiently.
• Develop an understanding of our products/services to effectively assist customers with technical questions and concerns.
• Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions, escalating complex issues to appropriate teams when necessary.
• Maintain accurate and detailed records of customer interactions, including issues, resolutions, and follow-up actions.
• Clearly and concisely communicate technical information to customers with varying levels of technical expertise. Keep customers informed of the status of their inquiries and resolutions.
• Work closely with cross-functional teams, to relay customer feedback, assist in issue resolution, and contribute to product improvement.
• Participate in ongoing training to enhance technical knowledge and customer service skills.
• Take initiative to identify opportunities for process improvement and actively contribute ideas to enhance the efficiency and effectiveness of technical support operations.

SKILLS & EXPERIENCE NEEDED

• High school diploma or equivalent; additional technical certifications or coursework is a plus.
• Proven customer service experience, preferable in a technical support role.
• Basic understanding of computer hardware and software concepts.
• Strong problem-solving and analytical skills.
• Excellent communication skills, both verbal and written.
• Ability to adapt to new technologies and learn quickly in a dynamic environment.
• Detail-oriented with good organizational skills.
• Experience using Salesforce is a plus.