• Client Success

Client Support Specialist

The Client Support Specialist is primarily responsible for managing the inquiries and requests from existing and new clients. They will manage conversations that come in through the Midigator chat feature. The CSS will also manage internal tasks for clients, and assist the Client Success Managers with their clients as needed.

Duties and Responsibilities:
Responsibilities include, but are not limited to:

  • Understand client requests and inquiries, and have the ability provide appropriate support to the client
  • Respond to all non-dedicated ad hoc client requests/inquiries via Jira, email, phone, instant messaging, Slack
  • Troubleshoot technical issues with clients
  • Record client feature requests or enhancements to Product Owner
  • Submit and follow through on Jira tickets
  • Document all requests or inquiries for future reference or training of other employees
  • Develop a strong knowledge of internal resources and a clear understanding of when to utilize them
  • Travel may be required once or twice per year

Qualifications:

  • Must have proficient computer experience and knowledge in Google suite (Gmail, Docs, Sheets) and Microsoft Excel (pivot tables, conditional formatting, VLOOKUP functions)
  • Previous client support work experience preferred
  • Payments industry knowledge highly preferred

Skills and Attitudes:

  • Must have excellent customer service
  • Time management skills, must be able to prioritize tasks and create organized processes
  • Must be able to handle high-pressure situations
  • Must be able to prioritize tasks and create organized processes
  • Must be detailed oriented
  • Must be able to communicate with C-level, developers, CB representatives(internally and externally
  • Must be positive and outgoing to fit in with corporate culture

Education:

  • Bachelor’s Degree or equivalent prefererred

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