Client Services - Technical Support Agent

Remote Technical Support Role-Above Market Pay-All Shifts Available

Job Summary:

The Technical Support Agent position serves as a liaison between our company and our clients by handling Technical Support-related customer service calls. This position is responsible for triaging technical issues with our clients, working quickly to identify the issue, and providing viable resolutions that meet the needs of our clients with an emphasis on world class service.

What You will Find at Talus Payment

• Competitive pay with quarterly bonus opportunities (based on performance)
• Outstanding health, wellness, and insurance benefits.
• Genuine opportunities for growth and career advancement
• Paid time off and holidays
• A culture committed to inclusion and diversity.

Successful Candidates-We are Seeking.

• You have a minimum of 2+ years of professional work experience interacting with clients.
• You are passionate about working for a company that ensures a high standard of service.
• Previous Support roles in customer service/Technical Support roles within a call center
• Inbound/outbound call center experience
• Bi-Lingual (Spanish) highly desirable
• Previous Payment Support/Merchant experience a plus
• Outstanding verbal and written communication skills
• Ability to prioritize and multitask in a fast-paced environment.
• Fully proficient with Microsoft Office Suite

The Skills to Succeed

• Strong & professional communication skills in all channels of support
• You enjoy delighting customers by providing exceptional world-class service.
• You possess strong listening skills and can exceed expectations.
• Able to multiple task time sensitive interactions to ensure satisfaction.
• Enjoy working in a collaborative team-oriented environment.
• Previous working knowledge of software platforms and soft phone systems
• Open to improvement and change in order to ensure we provide exceptional service.
• Able to maintain the highest level of professionalism, personal accountability and follow through to ensure client satisfaction.
• Solutions-oriented problem solver

Responsibilities

• The Technical Support Agent is frontline support for clients requesting technical assistance.
• They are responsible for handling questions and troubleshooting all call/ticket types.
• Professionally handle volume of incoming requests via various support channels from clients
• Verify client’s information, access their account, triage, and assist clients with time sensitive requests to ensure one call resolution.
• Utilize software systems to analyze and trouble shoot the customer’s situation to ensure client satisfaction.
• Handle client requests or service calls on a timely basis with an emphasis on overall quality.
• Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer centric processes which pro-actively resolves all customer issues.
• Ensure all open cases/tickets are updated, assigned, and closed before the end of shift.
• Understand and adhere to company and departmental policies and procedures.
• Adherence to key performance metrics and quality assurance standards
• Maintain a working knowledge of company related product information.
• Maintain regular and punctual attendance and consistent schedule adherence.
• Ensure complete accurate proper documentation on all interactions to ensure compliance.
• Impeccable phone etiquette when interacting with both internal and external clients.
• Must have proven track record of successful team participation as well as ability to work independently and be self-starter/self-sufficient at times.
• Ability to thoroughly research and provide detailed professional during all interactions.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.

Talus Payments is an EO Employer – Veterans/Disabled and other protected categories

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.