Interiors International

Customer Support Specialist – Payment Processing

Interiors International

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone.
  • Prioritize requests based on severity and urgency.
  • Investigate and resolve inquiries based on established process workflows.
  • Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed.
  • Recognize and escalate issues to higher support levels when necessary.
  • Log all incidents in the Zendesk ticket system, adhering to departmental standards.
  • Advise and educate customers on best practices and proper configuration to achieve optimal results.
  • Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience.
  • Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution.
  • Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud.
  • Contribute to the creation of internal and external knowledge base articles for current and future processes.
  • Review and enhance user guides, technical manuals, FAQs, and other customer documentation.

Requirements

  • Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
  • Basic understanding of web technologies, web navigation, and Microsoft Office tools.
  • Customer-focused with exceptional interpersonal and customer care skills.
  • Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding.
  • Strong diagnostic, analytic, and problem-solving skills.
  • Self-motivated with ability to work independently or in small teams.
  • Detail-oriented with excellent organizational skills.
  • Ability to multi-task in a fast-paced and constantly evolving environment.
Benefits
  • Medical, dental, and vision insurance options
  • 100% Employer paid short/long term disability.
  • Basic Life
  • 401(k) option with 100% company match
  • Flexible paid personal/vacation time built on mutual trust and accountability.
  • 10 sick days annually
  • 10 company paid holidays
  • 6 weeks paid parental leave
  • Medical Travel Benefits
  • Pet Insurance
  • Infertility Benefits
  • Teladoc
  • Employee Assistance Program
  • Wellness Benefits & Engagement Platform

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
web technologiesMicrosoft Officepayment processinghardware configurationproblem-solvinganalytical skillscustomer supportticketing systemsZendeskfraud prevention
Soft skills
customer-focusedinterpersonal skillswritten communicationverbal communicationself-motivateddetail-orientedorganizational skillsmulti-taskingteamworkadaptability
Certifications
Associate degreeequivalent experience in software support