FI Customer Support Specialist
FI Customer Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Role:
The FI Support Specialist will efficiently diagnose maintain accountability for and resolve support requests. When necessary the FI Support Specialist will escalate issues to the appropriate team. Typical support requests involve resolution of payment software and platform-related issues. This position requires an individual with experience in technology and software systems excellent problem-solving skills and a willingness to develop an in-depth knowledge of our products.
In addition to issue support the team member will assist with daily reconciliation of returns by correcting templates researching items refunding or resubmitting payments as needed.
Key Responsibilities:
- Promptly answer customer requests via web email chat or phone.
- Assume ownership of service requests received.
- Analytical troubleshooting and solving technical service requests.
- Educate customers on products and services.
- Log all customer issues in the designated CRM/ticketing system.
- Provide detailed and accurate notes for all activities needed to resolve requests.
- Refer issues to other departments as needed.
- Ensure that all customer service requests are resolved completely and to the customers satisfaction.
- Download returns from all networks.
- Refund or resubmit daily returns once needed research is completed.
- Create ACH files.
Required Qualifications:
- Bachelor of Science/Arts or an equivalent of five years-experience.
- Ability to deliver excellent customer service experiences via phone email or chat.
- Ability to solve problems in an environment with numerous variables and exceptions.
- Strong organizational skills and ability to handle multiple priorities simultaneously.
- Strong analytical diagnostic and troubleshooting skills.
- Demonstrated ability to work in a team environment.
- Solid knowledge of all MS Office Products.
- Financial institution experience a plus.
Required Skills:
- Experience with 3rd party and proprietary application support.
- Ability to distinguish across possible root causes (configuration issue external issue or product defect).
- Effective and timely issue management.
- Ability to effectively interface with internal teams.
- Strong organizational skills.
Required Experience:
Unclear Seniority
Employment Type
Full Time
