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Customer Support Representative

Company: Stax
Location: Orlando
Posted on: May 16, 2022

Job Description:

Job DescriptionStax by FattmerchantWere more than a Technology Payments Company. Were a People Company.From simplified, flat-rate payment technology to a full line of innovative business tools, there are so many ways to make a difference with Stax. With a team of talented and inspiring people who are as diverse as the solutions we offer, Stax is a home for innovators, collaborators, and mission drivers to come together and make a meaningful impact on the businesses we serve.Since 2014, Stax has been shaping the future for thousands of businesses with solutions and technology that supports their journey to growth. It is our belief that every business deserves the ability to focus on what matters most to them.Why Youll Love Stax by Fattmerchant:As a familial and highly spirited place to work, the Stax team makes every moment memorable - for our team, our customers, our partners, and our community. From an imaginative drive to endless curiosity and the courage to do things differently, at Stax we make things happen together and are driven by our core values!Create JoyWe are united by the desire to give and a deep understanding of what truly matters in life. Reliability and trust support our capacity to do what we love with a ready smile.Get It DoneWe hone in on what matters to businesses. We cheer and challenge, pushing each other to take one more step. Then another. We dont stop. We just roll up our sleeves and grind.One TeamWe communicate with vulnerability and an open heart. We inspire each other as we work towards a common purpose and goal. We spark joy and happiness across our team members and our customersWere proud to be recognized for our excellence in technology, work environment, and entrepreneurial spirit, with such honors as Best Fintech to Work For from PaymentSource; Coolest Office Space from Orlando Business Journal; and one of Entrepreneur Magazines Top Company Cultures. Not to mention countless acknowledgements in technology, innovation, and leadership from publications across the industry!*As part of our interview process, we will be using a video interviewing platform, Spark Hire. The video interviewing platform will allow our hiring team and candidates to connect more quickly without the pressure of synchronizing calendars for our initial phase of candidate assessments. Our goal with the video interviewing portion of our hiring process is to learn more about your personality and previous work experience.What Youll Do:As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, and you are to ensure any technical issues that develop from software or hardware are resolved same day if not 24 hours. Your role is to be the expert for everything product, account, and service related. Your role will be to ensure onboarded accounts achieve successful PCI compliance through their surveys and scans. You will work hand in hand with the Customer Support Manager as well as your Director of Operations.Key Responsibilities & Objectives

  • Manage PCI compliance list, and ensure members are compliant before the 3 month point
  • Deliver service ticket requests
  • Maintain internal reporting, organization, and ticketing system
  • Work with Customer Success Manager on identifying trends and maintaining book of business
  • Identify ways we can improve internal processes
  • Manage inventory of onsite equipment, and equipment held by members
  • Keep client demographics tracking up to date
  • Strong attention to detail
  • Weekend and evening hoursRequirements
    • 2+ years working with customers
    • Bilingual - Fluent in English and Spanish (preferred)
    • Excellent communication skills, to work within team and client relations
    • Ability to work under pressure in fast-paced environment and prioritize workload
    • Solid Microsoft Office skill foundation
    • Customer service background
    • Strong attention to detail
    • Solution oriented with the ability to think strategically and creatively in decision making
    • Strong work ethic to exceed expectations and goals
    • Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
    • Culture fit: someone who is upbeat, ambitious, honest, charismatic, well-rounded, articulate, autonomous, proactive, positive, innovative, and has an insatiable appetite for success and snacks.Benefits
      • Health Insurance (medical, dental, vision)
      • Competitive Base Salary
      • 4% 401K Match
      • Conference & Continuing Education Coverage
      • Team Building Events/Opportunities
      • Downtown Parking
      • Performance & Incentive Bonuses
      • Unlimited PTO
      • Free snacks!Stax is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

Keywords: Stax, Orlando , Customer Support Representative, Other , Orlando, Florida

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