Summary: The Customer Service, Associate provides front-line support to merchants across multiple channels, resolving inquiries related to payments, POS systems, hardware, software, and accounts. This role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while delivering clear and professional communication.
Responsibilities: • Answer and resolve customer inquiries regarding payment processing, billing, hardware, software, and accounts. • Walk merchants through troubleshooting steps for credit card terminals, POS systems, and integrated software platforms. • Diagnose technical issues and escalate complex cases to higher-tier teams when necessary. • Use internal systems, knowledge bases, and tools to provide fast and accurate support. • Educate users on self-service features and digital support tools. • Document cases and follow up to ensure full resolution. • Manage multiple communication channels (phone, email, chat, ticketing) efficiently. • Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM & ticketing platforms, and related tools.
Qualifications: Stellar verbal and written communication skills. Strong technical curiosity and ability to navigate applications and systems. Problem-solving skills with the ability to explain technical concepts clearly. Experience in customer service or technical support (POS, call center, SaaS, or FinTech preferred). Familiarity with payment processing or restaurant/hospitality technology is a plus. Ability to multitask and stay organized in a fast-paced environment. Flexibility to work varied shifts in a 24/7/365 support team.