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Technical Care Rep

The Woodlands, TX

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About Paysafe Paysafe is a leading global provider of end-to-end payment solutions. Our core purpose is to enable businesses and consumers to connect and transact seamlessly through our industry-leading capabilities in payment processing, digital wallets and online cash solutions. Delivered through an integrated platform, our solutions are geared towards mobile-initiated transactions, real-time analytics and the convergence between bricks-and-mortar and online payments. With over 20 years of online payment experience, a combined transactional volume of US$48 billion in 2016 and over 2,300 staff located in 12 global locations, Paysafe connects businesses and consumers across 200 payment types in over 40 currencies around the world. For more information, visit:u00a0.u00a0 Follow Paysafe on / / /u00a0 JOB SUMMARY Technical Support Representatives handle incoming calls from Agent offices and merchants to answer all technical related inquiries, troubleshoot equipment, and assist with supported software. Technical Support Reps are in many instances the first contact our merchants have with the company so accuracy, timeliness, and First Call Resolution are paramount for a successful position holder. ESSENTIAL FUNCTIONS: Provides quality technical support to clients by identifying problems, researching and providing answers, and if needed guiding the client through corrective steps. Keeps accurate records of client interactions by recording details of inquiries, comments, problems, etc. and notates action taken. Ask follow-up questions and check to ensure appropriate changes were made or answers given to resolve clientu2019s need(s). Professionally refer unresolved or escalated calls to designated rep, Team Lead or Management Maintain and retain merchants by building rapport and providing a hospitable approach to assist merchantu2019s with their questions or concerns and seeking total satisfaction. Learn and maintain all needed technical skillsets and related competencies Maintain a quality and quantity of work that falls within established standards Attend training sessions as assigned Educate merchants about new products and services offered by MCPS Effectively take ownership of and resolve issues received from clients and perform needed follow-up. Communicate effectively at all levels u2013 internally, externally, written and oral Communicate with other departments to identify issues, solve problems or share communication Follow all established procedures and policies Receptive to coaching/counseling and provided feedback with positive attitude Initiate and/or take part in department improvements as directed by management Able to maintain composure during high volume, high stress situations Manage time efficiently; meet personal and departmental goals and work effectively within the team Other responsibilities as assigned or requested by management SKILLS AND ATTRIBUTES REQUIREMENTS Ability to handle a high volume of calls while maintaining accurate and timely service Ability to maintain composure when merchant may be unhappy with service(s) or suggested resolution Active Listener: giving full attention to others, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Critical Thinker: using logic and reasoning to identify the strengths and weaknesses of alternate solutions or approaches to problems. Coordination: adjusting actions in relation to othersu2019 actions Adaptable, flexible, and willingness to embrace change as needed High level of integrity and trustworthiness due to the sensitivity and confidentiality of information and data that is handled Strong initiative and dedication to quality Effective time management skills Highly organized with advanced multi-tasking and follow-up skills Ability to learn new ideas and technologies quickly and accurately Ability to handle high stress situations and quickly adaptable to change in a fast-paced environment Excellent written and verbal communication skills with all levels of colleagues, clients, vendors, etc. Ability to prioritize effectively in order to satisfy the needs of the customer, both internal and external, as well as management Strong and proactive problem solving skills and ability to reason and resolve with little or no guidance Good command of the English language, both written and spoken. Self-motivation and self-reliance Excellent judgment and decision making skills Must be adaptable, flexible and willing to change without complaint Basic computer skills Attention to detail and accuracy Ability to understand and follow written and verbal instructions Professional appearance and demeanor. EXPERIENCE AND EDUCATION REQUIREMENTS High School Diploma or equivalent Six months customer or technical support experience. Merchant Services industry a plus Call center experience required preferred WORKING CONDITIONS Must be flexible and willing to work overtime as required Occasional weekend, evening, and rotating holiday work may be required Moderate noise/office atmosphere Regular and expected attendance and punctuality is required High stress and rapid pace atmosphere

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