Product Support Analyst I
hace 7 días
CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.
This entry level position is a phone support for the Customer Support department. It requires a high level of customer service to our external customers such as Merchants, Resellers, and ISO’s as well as our internal customers such as coworkers and managers. It is required to attend on the job trainings to learn the duties of the customer service department.
**Essential duties and responsibilities include the following**:
- Attend customer service trainings on the products and services Forte provides.
- Study and understand the products and services Forte provides.
- Complete side by side training with other agents on incoming calls from customers
- Basic understanding of ’s CRM system and other required software
- Gain a mid-level understanding of ’s products, processes and procedures within first 6 - 12 months of employment
- Meet minimum performance expectations provided by Supervisor and/or Director within first 90 days
- Meet minimum expectations for quality standards within first 90 days
- Consistently use soft skills on calls to ensure customer satisfaction
- Consistently show positive progress in quality scores and performance audits
- Accept incoming phone calls from external customers (such as Merchants, Resellers and ISO’s) Transaction Research
- Funding
- Processing questions
- Billing inquiries
- Limit Increases
- IP Address changes
- Check Verify
- Transaction research request
- Payment processing request
- ACH inquiries related to fees charged on bank statements
- Provide guidance to merchants to assist with PCI compliance
- Assisting with ’s client’s customer inquiries
- Approval Letters- Provide basic level 1 tech support
- Trouble-shooting software
- Resetting passwords
- Browser compatibility issues
- Re-pop Settlement
- Distribute department specific request to the applicable departments
- Act as a liaison between the customer and various departments of ’s operations
- Research assigned customer issues and follow up within in a timely manner.
- Create trouble tickets to escalate customer issues and follow-up as required.
**Requirements**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education/ Experience**:
- Must have 1-2 years Customer Service experience
- Associates degree in business is preferred.
- Must have working knowledge of Microsoft Office Outlook, Word and Excel.
- Must attend internal trainings on customer service issues as scheduled.
- Must continually review updates on company products, both on-line and via manuals.
- Must have commitment to quality and customer service.
- Must have ability to work effectively under stressful working conditions.
- Must be able to work well independently or in a team environment.
- Must have ability to thrive in a fast paced, high energy work environment
**Language Ability**:
- Must be able to communicate with internal and external customers in a clear, concise and understandable manner both verbally and in writing.
- Must be able to communicate effectively under extreme pressure.
**Reasoning Ability**:
- Must possess excellent analytical and problem solving skills.
- Must possess the ability to research issues and resolve customer’s issues in a timely and appropriate manner.
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