97 Customer Support Specialist (Level 1) Jobs in Orlando, FL
Stax is Hiring a Customer Support Specialist (Level 1) Near Orlando, FL
Job Description
As a Customer Support Specialist (Level 1), your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers’ payment processing infrastructure, which may include third-party systems in addition to Stax systems.
Key Responsibilities & Objectives
- Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
- Maintain an average call handle time of 20 minutes
- Handle calls related but not limited to:
- Login Help
- Basic Transaction Research
- Basic Deposit Research
- General Inquiries
- Basic StaxPay How To’s/Walk Throughs
- Billing Tickets (Fee Opt Outs)
- StaxPay Troubleshooting
- Basic Terminal Troubleshooting
- Maintain KPIs as set forth by support leaders
- Responding to customer support requests in a timely manner
- Diagnose/troubleshoot basic technical issues across hardware and software platforms
- Identify workarounds and resolutions to basic technical issues
- Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax’s control
- Identifying hardware and software solutions
- Maintain high data hygiene on your work in all internal systems
- Provide feedback to help identify trends and potential process improvements or customer experience improvements
- Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
- May be assigned weekend and evening shifts
- Other duties as assigned
- 2 years working with customers
- Excellent communication skills, to work within team and customer relations
- Strong customer empathy and the ability to de escalate in emotional situations
- Technical or financial support experience
- Excellent phone etiquette
- Ability to work under pressure in fast-paced environment and prioritize workload
- Comfortable with standard business software (Microsoft Office, Google, etc)
- Solution oriented with the ability to think strategically and creatively in decision making
- Strong work ethic
- Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
- Strong attention to detail
- Bilingual - Fluent in English and Spanish a plus
Job Summary
Full Time
$36k-45k (estimate)
04/23/2024
05/12/2024
stax.com
CHICAGO, IL
25 - 50
1994
MARK BREMER
$10M - $50M
Business Services
Related Companies
About Stax
Stax Inc. is a global management consulting firm serving corporate and private equity clients across a broad range of industries. The firm partners with clients to provide data-driven, actionable insights designed to drive growth, enhance profits, increase value, and make better investment decisions. Our staff has unmatched opportunities for personal growth. We expect everyone to contribute and have the opportunities to participate in developing great work for our clients, and in the growth of the firm. Our combination of smaller size and prestigious clients gives team members opportunities to... work directly with clients far sooner than larger firms. Along the way, theyre working side by side withand learning fromsome of the smartest people in the business. Our clients tell us they like how we listen, get to the heart of the matter quickly, develop clear, fact-based answers, and leave them with practical next steps. And that we do all this without getting in the way of them running their business. They frequently note how differentiated this all is in the world of strategic consulting, urging, Dont lose that. They can rest assured: We wont. Whether its solving critical business issues or building careers, Stax brings you things that other firms just cant match. Founded in 1994, Stax has offices in Boston, Chicago, New York, and Colombo, Sri Lanka.
More
Show less
The following is the career advancement route for Customer Support Specialist (Level 1) positions, which can be used as a reference in future career path planning. As a Customer Support Specialist (Level 1), it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist (Level 1). You can explore the career advancement for a Customer Support Specialist (Level 1) below and select your interested title to get hiring information.
If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Support Specialist job description and responsibilities
To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.
01/27/2022: Johnstown, PA
They are also responsible for conducting surveys on the products or services and communicating customer feedback.
01/30/2022: Chico, CA
A Customer Support Specialist will also replace products or process payment refunds as needed.
01/18/2022: Rockford, IL
They help customers with their queries and complaints.
02/18/2022: Richland, WA
Listen to customer complaints and provide adequate solutions for their problem via phone or email.
02/14/2022: San Diego, CA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Support Specialist jobs
Communication skills come as pretty much as a given, concerning customer support.
02/15/2022: Troy, NY
Make Connections and Give Compliments.
01/07/2022: Lompoc, CA
Ensure that customers understand the resolution and provide on-going education to customers.
01/11/2022: Spokane, WA
Compile and analyze customer requirements to give the best advice and resolve their query.
02/20/2022: Pensacola, FL
Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.
01/09/2022: Chattanooga, TN
Step 3: View the best colleges and universities for Customer Support Specialist.
