As a Customer Support Representative, you will be the first point of contact for many of our users. You are a customer focused, problem solver who is skilled at building relationships with clients. You have a deep understanding of the Cardata product and are a strong multi-tasker who is able to balance competing priorities.
What You'll Be Doing
- Answer general questions for all users through phone, email via Zendesk
- Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
- Properly document and track customer issues and resolutions
- Follow escalation procedures as required
- Share resources with users to educate users on product features, workflows, and navigation of Cardata Cloud and the Cardata Mobile app
- Review compliance documentation to ensure details align with program specifications/ parameters
- Identify resource gaps, propose solutions and assist with development of resources
- Contribute to the knowledge base for the Support team
- Participate in weekly team meetings
- Contribute to the development of the customer support knowledge base and FAQs
- Collaborate with other departments (e.g., customer success, finance, sales, product) to resolve customer concerns
- Meet key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
What You'll Bring
- Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
- Excellent written and verbal communication skillsHighly organized, excellent time management skills
- Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions
- Strong ability to build positive external and internal relationships and work cross-functionally with other teams
- Willingness to learn new processes, adapt to change, and embrace company updates.
Nice to Have
- Familiarity with software such as Zendesk Suite, Google Suite, Cloud
Work Environment & Schedule
- Office hours: Open 8am-7pm, any shift may be assigned
- Remote work - Reliable internet access and quiet work environment
- Occasional overtime work may be required during holidays
