Customer Support Specialist

Summary

Join Togetherwork's Operations team as a full-time Customer Support Specialist, providing critical secondary escalation support to portfolio companies and their customers regarding payment processing. You will offer direct support via phone, email, and Zendesk, resolving payment-related inquiries efficiently and effectively. This role demands strong problem-solving skills, excellent communication, and a proactive approach to issue resolution. You will also contribute to internal and external knowledge base articles. Success in this position requires a high sense of ownership, strong customer focus, and the ability to work independently and as part of a team. The salary range is $40,000-$45,000 USD per year for US remote positions.

Requirements

• Associate degree or two or more years of equivalent experience in a software support or helpdesk role
• Basic understanding of web technologies, web navigation, and Microsoft Office tools
• Customer-focused with exceptional interpersonal and customer care skills
• Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding
• Strong diagnostic, analytic, and problem-solving skills
• Self-motivated with ability to work independently or in small teams
• Detail-oriented with excellent organizational skills
• Ability to multi-task in a fast-paced and constantly evolving environment

Responsibilities

• Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone
• Prioritize requests based on severity and urgency
• Investigate and resolve inquiries based on established process workflows
• Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
• Recognize and escalate issues to higher support levels when necessary
• Log all incidents in the Zendesk ticket system, adhering to departmental standards
• Advise and educate customers on best practices and proper configuration to achieve optimal results
• Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience
• Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution
• Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud
• Contribute to the creation of internal and external knowledge base articles for current and future processes
• Review and enhance user guides, technical manuals, FAQs, and other customer documentation
• Meet or exceed established goals related to customer satisfaction and issue resolution
• Adhere to company policies and procedures while contributing to the company’s overall goals and objectives
• Represent the company professionally to clients and the public
• Manage time-sensitive tasks efficiently
• Safeguard confidential information
• Other duties as required

Preferred Qualifications

• Experience with Zendesk or similar customer support software
• Familiarity with recognizing signs of potentially fraudulent payment activity
• Previous experience with payment processors and troubleshooting credit card terminals/POS devices is a plus

Benefits

• $1,000 employee referral bonus
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave
• Discretionary bonuses
• Long term incentives