Product Support Analyst I

Overview

Provide Product Support Analyst I services for external customers, including merchants, resellers and ISOs, by handling payment-related inquiries, basic technical support and customer issue resolution.

What you'll do

• Accept incoming phone calls from external customers, such as Merchants, Resellers and ISO’s.
• Research transactions and respond to funding, processing, billing, limit increase, IP address change, Check Verify Transaction, payment processing and ACH inquiries related to fees charged on bank statements.
• Provide guidance to merchants to assist with PCI compliance.
• Assist with clients’ customer inquiries, approval letters and other email-related requests.
• Provide basic-level technical support, including troubleshooting software, resetting passwords, resolving browser compatibility issues and re-populating settlements.
• Distribute department-specific requests to the applicable departments.
• Act as a liaison between customers and various operations departments.
• Research assigned customer issues and follow up in a timely manner.
• Create trouble tickets to escalate customer issues and follow up as required.
• Attend customer service trainings on the products and services.
• Study and understand the products and services.
• Complete side-by-side training with other agents on incoming customer calls.
• Gain a mid-level understanding of products, processes and procedures within the first 6–12 months of employment.
• Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days.
• Meet minimum expectations for quality standards within the first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Consistently show positive progress in quality scores and performance audits.
• Perform other duties as assigned.

What you'll need

• Bachelor’s degree or related field, or equivalent practical experience.
• 1–3 years’ experience in a customer service environment.
• Basic understanding of a CRM system and other required software.

Details

• Location: India Remote.
• Work from home.