Key Responsibilities & Objectives:

You are the first point of contact for merchants, providing assistance with general inquiries, portal usage, and transaction and deposit research. Additionally, you assist customers with basic technical issues and questions related to our payment solutions platforms. You will work closely with the Customer Support Manager, the Support Team Lead, as well as Level 2 and Level 3 Support Agents to ensure timely issue resolution and maintain high service standards.

• Monitor incoming call queue and answer an average of 100 calls per month promptly and professionally.
• Maintain an average call handle time of 30 minutes, ensuring thorough assistance while optimizing efficiency.
• Handle various types of calls including login assistance, transaction research, deposit research, general inquiries, Arena Thrive Pay troubleshooting, billing tickets, and basic terminal troubleshooting.
• Assist new customers with onboarding tasks, providing guidance and support to ensure a smooth transition onto our platform.
• Maintain KPIs set by support leaders to uphold service standards and performance metrics.
• Respond to customer support requests in a timely manner, prioritizing urgent issues for swift resolution.
• Diagnose and troubleshoot basic technical issues across hardware and software platforms, identifying workarounds and resolutions.
• Proactively coordinate troubleshooting efforts across multiple third-party vendors in the customer tech stack to provide end-to-end solutions.
• Ensure high data hygiene in internal systems and provide feedback for process improvements and customer experience enhancements.
• Investigate and diagnose customer problems involving third-party systems such as back-end processors or banking partners.
• Be flexible to work weekend and evening shifts as required, along with other assigned duties.

Requirements:

• Minimum 2 years of customer-facing experience in payments industry, demonstrating excellent communication skills and empathy.
• Technical or financial support experience is preferred, along with proficiency in standard business software.
• Ability to work effectively under pressure, prioritize workload, and maintain a strong work ethic.
• Solution-oriented mindset with strategic and creative decision-making abilities.
• Coachable and open to feedback, with a forward-thinking approach to challenge the status quo.
• Strong attention to detail and proficiency in English and Spanish are advantageous.

Your experience aligns well with the requirements for this role, showcasing your ability to deliver exceptional customer service while handling technical inquiries effectively. Your communication skills, technical aptitude, and dedication to customer satisfaction make you a strong fit for the Customer Support Specialist position at Arena Thrive

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 35 – 50 per week

Benefits:

• Flexible schedule
• On-the-job training

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Ability to Commute:

• West Palm Beach, FL 33401 (Required)

Ability to Relocate:

• West Palm Beach, FL 33401: Relocate before starting work (Required)

Work Location: In person