Customer Support Agent
Paystone
Spark
Customer Support Agent
Paystone
full-time
Posted on:
Origin: • 💃 Anywhere in Latin America
Visit company websiteSalary
💰 $1,350 per month
Job Level
JuniorMid-Level
Tech Stack
Spark
About the role
- Respond to customer inquiries by phone, email, or chat — resolving issues on first contact whenever possible.
- Investigate customer concerns and find the best solution quickly.
- Communicate clearly and professionally with customers, partners, and internal teams.
- Follow up with customers until their issue is resolved and document all interactions in company systems.
- Work with Product, Finance, Sales, and Technical Support teams to solve problems and escalate complex cases when needed.
- Educate customers on Paystone products and services and spot opportunities to retain customers and prevent cancellations.
- NiceJob-specific: coach users to grow their business, identify upsell opportunities, re-engage inactive customers, and improve customer success processes.
- Paystone Accounts & Billing-specific: resolve account, billing, funding, and product issues using acquirer portals and spreadsheets; build strong relationships with customers and partners to reduce churn.
Requirements
- High school diploma or equivalent required.
- Post-secondary education in Business, Communications, or a related field is considered an asset.
- 2–3 years of experience in customer service, technical support, or a call center environment.
- Strong communication skills in English.
- Proficiency in handling inbound and outbound communications by phone, email, and chat.
- Skilled at using CRM tools, ticketing systems, and communication platforms.
- Ability to troubleshoot technical issues and guide customers through solutions.
- Strong problem-solving abilities and attention to detail.
- Empathy, active listening, and a professional demeanor in all customer interactions.
- Ability to adapt to fast-paced, changing environments while working independently or as part of a team.
- (NiceJob) Experience coaching customers on maximizing product value, identifying upsell opportunities, conducting proactive outreach, and analyzing customer success processes.
- (Paystone Accounts & Billing) Experience resolving account, billing, and funding issues in a SaaS or fintech environment; familiarity coordinating across technical, accounting, and sales teams; skilled in customer retention and handling escalations.
