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Technical Customer Support Center Specialist
US-MO-Kansas City
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Kansas City, MO or Minneapolis, MN - Hybrid
Direct-hire / Full-time

Job Summary

Our client is seeking Customer Service Representatives for its nationwide payment and transaction processing systems. In this role, you will use your customer service, technical, and problem-solving skills to support financial institutions. They are seeking individuals who put the customer first, support them in an effective and efficient manner through teamwork and strong communication skills, take pride in the quality of their research, and are motivated by giving clients the right solution over a quick answer.
Key Activities
  • Provides customer support to users of products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents.
  • Assist with training and installation, operation, customization, testing and enhancement of systems or customer VPN devices.
  • Monitors payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
  • Executes complex payment processing programs according to detailed operation scripts, and reviews results of executed programs for accuracy.
  • Perform extensive research regarding transaction and electronic payment file processing to mitigate risk
  • May assist in updating administrative reports, operational checklists, and knowledge base articles.
  • Utilizes customer relationship management tools to log, track, and monitor customer inquiries
  • Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support
  • Assists other customer service representatives as needed
  • Qualifications
    • Typically requires an Associates degree in information technology, business, or closely related field
    • Typically Requires 2 years of relevant work experience
    • Superior customer service and problem-solving skills to create a positive customer experience
    • Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
    • Good interpersonal and written communication skills
    • Ability to work both independently and in cross-functional teams with colleagues in multiple locations.
    • Intermediate troubleshooting skills
    • Demonstrated ability to understand and apply department standard operating policies and procedures.
    • Incumbent must be fully vaccinated against COVID-19, unless granted an accommodation based on a medical condition or sincerely held religious belief.

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