Client Tech Support – Senior Associate I

This is a fully remote position, open to applicants in Arizona, +18 more states.

📋 Description

• Respond to incoming calls from bank partners, merchants, and cardholders concerning electronic payments, account activities, and service-related inquiries.

• Address routine and moderately complex customer issues by researching account information, adhering to procedures, and accurately completing necessary steps.

• Diagnose basic technical and service-related problems associated with payment processing.

• Record customer interactions, actions taken, and outcomes of resolutions in designated systems.

• Escalate unresolved or high-risk issues in accordance with service and compliance protocols.

• Achieve productivity, quality, attendance, and call-handling targets within a high-volume call center environment.

• Provide clear and professional communication while establishing appropriate customer expectations.

• Ensure reliable transaction processing and a consistent service experience.

⛳️ Requirements

• A minimum of 1 year of experience in a customer-facing role that involves supporting customers via phone, in person, or through a service desk.

• At least 1 year of experience using a computer to navigate multiple applications, accurately enter information, and document customer interactions during calls.

• Over 1 year of experience in a call center, financial services support, technology support, or remote customer service setting.

• Ability to troubleshoot basic service and technical issues related to electronic payments, transaction support, or similar customer inquiries.

• Capability to maintain a quiet and secure work environment that supports uninterrupted customer conversations and consistent call management.

• High school diploma, General Educational Development (GED) credential, or higher, or an equivalent combination of education, related experience, and/or military service.

• Experience providing support to customers in financial services, payments, banking, or regulated environments.

• Familiarity with remote work-from-home service environments.

• Experience assisting merchants, cardholders, or clients from financial institutions.

• Computer and audio equipment are required.

• Must currently hold valid and unrestricted U.S. work authorization; sponsorship is not available.

• Must reside in an eligible state: Florida, Wisconsin, Idaho, Georgia, Mississippi, Hawaii, Indiana, Iowa, Kansas, South Carolina, Louisiana, West Virginia, Michigan, Wyoming, Nebraska, North Carolina, Oklahoma, Texas, Utah, Virginia, or Arizona.

• This role is not eligible for performance in Colorado, California, District of Columbia, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Maine, or Washington.

🏝️ Benefits

• Fuel Your Life program promoting physical, financial, social, and emotional well-being.

• Paid holidays and generous time-off policies.

• Complimentary mental health support through Employee Assistance Programs.

• Living Proof peer-recognition initiative with points redeemable for rewards.

• Eight Employee Resource Groups.

• Opportunities for professional growth, training, development, and internal mobility.

• Medical, dental, vision, life, and disability insurance options available from day one.

• Retirement planning and discounted shares through the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental, caregiver, and military leave.

• Additional shift differentials available for the 2nd Shift.

• Virtual paid training.