게시된 위치: 텔레커뮤니케이션 속 콜로라도 | Posted: |
Job Description
About the opportunity
Join our Xplor Pay vertical in the Central Technology Team as Technical Support Representative- Hybrid in Louisville, KY to make a real impact every day. We say that because we know that every code line we write, every interface we design and every conversation we have, is another opportunity for us to enrich our customers’ experiences.
Reporting into the Customer Support Manager, you will help us interact with customers via phone and email daily. Some of the other responsibilities include:
Promptly respond to all inquiries in a courteous and efficient manner. This role will service customers using our credit card processing platform all across the country.
Assist customers with technical support troubleshooting billing, chargeback, funding, and access questions, via telephone and chat
Guide customers through trouble-shooting and programming on their credit card terminals and other types of hardware, also including assisting merchant with ensuring their own communication methods, including researching answers and guiding client through resolution in a timely, efficient manner
Interact and coordinate with other departments and co-workers to resolve customer issues
Adhere to established metrics relating to performance and efficiency
Maintain accurate documentation of each exchange
Follow up on cases that require further research or work
Must be wiling to work weekends, some overtime and holidays if needed
Continue to learn and take a proactive approach to professional and personal development by adding skills and knowledge as the business evolves
High level of ownership to ensure we are taking care of each interaction
- Must live in Louisville, KY or the surrounding area
- Must be open to evening and weekend shifts
- Bilingual in Spanish & English a plus
- The average base salary pay range for this position is $16 - $19 USD
About our Central Technology team
At Xplor, we have many different products and technologies. We have evolved from a bunch of start-ups to a single company with over 700 Xplorers who work in our CT team as one team across the world. You can find everything from super modern to older languages. We continue to iterate on our processes and technologies to find common ground between the different projects and product we have.
With this, we rely heavily on our engineers to be dynamic. Xplor is not the company (yet) where you’ll always have well-defined requirements and rigid processes. Our Engineers have a lot of input into the process and requirements. However, there can be challenges and ambiguity you as an Engineer have to overcome – and we know that’s not for everyone. The positive side of this is that you get to have a lot of say and ownership in the product and the process.
