[Remote] Client Services Representative

Note: The job is a remote job and is open to candidates in USA. PayTrace by North is a company specializing in payment and ACH processing, and they are seeking a Client Services Representative to provide front line support for clients and sales partners. The role involves troubleshooting technical issues, maintaining support documentation, and delivering product training to end users.

Responsibilities

• Troubleshoot, diagnose, and resolve technical hardware and software issues
• Research questions/issues using available information and resources
• Identify and escalate situations requiring urgent attention
• Log all help desk interactions via computerized ticketing system (Team Support)
• Proactively help to build and maintain support infrastructure and documentation including external user facing self-help system and internal support documentation
• Share information with other team members on how problems or issues were solved, and proactively work with team
• Perform PayTrace product training and product demonstrations to end users
• Maintain constructive relationships and listen to our merchants and resellers needs and pain points in order to help provide strategic feedback to other departments

Skills

• A minimum of one (1) year customer service work experience
• High School Diploma or equivalent required
• Competently and confidently interacts with our merchants and sales partners
• Problem-solver mindset
• Polished written, verbal, and presentation communication skills
• Positive team player, group collaborator, and interpersonal communicator
• Proficient in Microsoft Office and/or Google Workspace and able to quickly learn other relevant programs
• High level understanding of basic computer components including operating systems, browsers, and peripherals (printers and other attached hardware)
• Flexible and eager to learn and work on diverse tasks as needed
• Thoroughly understands the payment industry, including knowledge of the industry's structure, VISA and MasterCard interchange qualification, and PCI

Benefits

• Medical, Dental, & Vision Coverage
• Paid Time Off
• 401(k) + Match
• Mental Health Support & Well-Being Program
• Paid Maternity & Paternity Leave
• Education Assistance
• Company-funded Lifestyle Spending Account

Company Overview

Company H1B Sponsorship