Customer Support Specialist

Summary

Join Togetherwork's Operations team as a full-time Customer Support Specialist, providing critical secondary escalation support to our portfolio companies and their customers regarding payment processing. You will handle customer inquiries via phone, email, and Zendesk, resolving issues efficiently and effectively. This role requires strong problem-solving skills, excellent communication, and the ability to learn new technologies. You will also contribute to internal and external documentation. A strong performer will demonstrate ownership, prioritize requests, and escalate issues appropriately. Togetherwork offers a comprehensive benefits package.

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

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Medical Travel Benefits
• Pet Insurance
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform