Stax Bill · 1 day ago
Customer Support Specialist
Orlando, FL
Full-time
Onsite
Entry Level
2+ years expStax Bill is a company focused on providing payment solutions, and they are seeking a Customer Support Specialist to ensure a positive user experience for their members. This role involves troubleshooting customer issues, answering inquiries, and maintaining high standards of customer service through effective communication and problem-solving.
Information TechnologySaaSSoftware
Responsibilities
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
Qualification
Required
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
Company
Stax Bill
Stax Bill is an Information Technology company that provides software development, Saas, IT consulting, and online billing services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
R
Robert L.
Senior Implementation Engineer
Company data provided by crunchbase