Product Support Analyst I

This is a fully remote position, open to applicants in India.

📋 Description

• Receive incoming phone calls from external customers, such as Merchants, Resellers, and ISOs.

• Address transaction research, funding inquiries, processing questions, billing concerns, limit adjustments, IP address modifications, Check Verify transaction inquiries, payment processing requests, ACH questions, PCI compliance assistance, client customer inquiries, approval letters, and various email requests.

• Offer basic technical support, including software troubleshooting, password resets, browser compatibility issues, and re-population of settlements.

• Route department-specific requests to the relevant departments.

• Serve as a liaison between customers and different operations departments.

• Investigate assigned customer issues and ensure timely follow-up.

• Generate trouble tickets to escalate customer issues and provide necessary follow-ups.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree or a related field, or equivalent practical experience.

• 1-3 years of experience in a customer service setting.

• Participate in customer service training sessions focused on products and services.

• Familiarize yourself with the products and services offered.

• Complete side-by-side training with other agents on handling incoming customer calls.

• Basic knowledge of CRM systems and other necessary software.

• Achieve a mid-level understanding of products, processes, and procedures within the first 6 to 12 months of employment.

• Meet the minimum performance expectations set by the Supervisor and/or Director within the first 90 days.

• Fulfill minimum quality standards within the first 90 days.

• Consistently apply soft skills during calls to ensure customer satisfaction.

• Demonstrate consistent improvement in quality scores and performance audits.

🏝️ Benefits

• Work from home, in-office, or adopt a hybrid model.

• Participate in Employee Belonging Groups.

• Healthcare benefits including Dental, Medical, and Vision coverage.

• Paid time off for Vacation, Volunteer work, and Holidays.