• Address external customer inquiries by answering questions, evaluating, and researching issues.
• Perform incident isolation, resolution, and follow-up.
• Work primarily in a high-volume call queue.
• Create, update, and manage service request tickets to ensure timely and accurate resolution in alignment with service level agreements.
• Coordinate with operational and programming teams for issue escalation.
• Troubleshoot and resolve advanced complex payment processing problems.
• Manage the lifecycle of external customer incidents.
• Maintain customer contact throughout incident lifecycle, communicating status and resolution.
• Gather and document incident details in the tracking system.
• Escalate unresolved incidents.
• Provide subject matter expertise to Analyst I and partners.
• Assist with special projects and ad-hoc assignments.
• Serve as a point of contact during software release periods.
• Identify and document software release related issues.
Requirements
• Bachelor’s degree in business management, finance, fintech, or related field.
• 3-5 years’ experience in client or customer support roles with payment processing focus.
• Experience working in high-volume help desk phone and e-ticket queues, including live chat.
• Experience supporting global customers.
• Ability to interpret and translate technical terminology.
• Ability to align support efforts with business goals.
• Adaptability to changes in product, technology, healthcare, and payments landscape.
• Proven knowledge and success with issue management.
• Experience managing issues of significant customer impact with teams across organizations.
• Strong written and verbal communication skills.
• Proficient in English in a business environment.
Additional Instructions
• Address external customer inquiries by answering questions, evaluating, and researching issues.
• Perform incident isolation, resolution, and follow-up.
• Work primarily in a high-volume call queue.
• Create, update, and manage service request tickets to ensure timely and accurate resolution in alignment with service level agreements.
• Coordinate with operational and programming teams for issue escalation.
• Troubleshoot and resolve advanced complex payment processing problems.
• Manage the lifecycle of external customer incidents.
• Maintain customer contact throughout incident lifecycle, communicating status and resolution.
• Gather and document incident details in the tracking system.
• Escalate unresolved incidents.
• Provide subject matter expertise to Analyst I and partners.
• Assist with special projects and ad-hoc assignments.
• Serve as a point of contact during software release periods.
• Identify and document software release related issues.
Perks and Benefits
• Work from home.
• Employee belonging groups.
• Healthcare: Dental, medical, and vision.
• Paid vacation, volunteer, and holiday time off.
