Associate Technical Support Representative

ABOUT REPAY
REPAY (“Realtime Electronic Payments” / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

ABOUT THE ROLE

In this role, you will play a crucial part in providing outstanding technical assistance to our customers. The ideal candidate should have a strong understanding of our products/services, excellent communication skills, and the ability to troubleshoot and resolve technical issues. If you are passionate about helping customers and have a knack for problem-solving, we encourage you to apply.

RESPONSIBILITIES

• Provide prompt and courteous technical support to customers via phone or email, addressing inquiries, troubleshooting issues, and resolving problems efficiently.
• Develop an understanding of our products/services to effectively assist customers with technical questions and concerns.
• Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions, escalating complex issues to appropriate teams when necessary.
• Maintain accurate and detailed records of customer interactions, including issues, resolutions, and follow-up actions.
• Clearly and concisely communicate technical information to customers with varying levels of technical expertise. Keep customers informed of the status of their inquiries and resolutions.
• Work closely with cross-functional teams, to relay customer feedback, assist in issue resolution, and contribute to product improvement.
• Participate in ongoing training to enhance technical knowledge and customer service skills.
• Take initiative to identify opportunities for process improvement and actively contribute ideas to enhance the efficiency and effectiveness of technical support operations.

SKILLS & EXPERIENCE NEEDED

• High school diploma or equivalent; additional technical certifications or coursework is a plus.
• Proven customer service experience, preferable in a technical support role.
• Basic understanding of computer hardware and software concepts.
• Strong problem-solving and analytical skills.
• Excellent communication skills, both verbal and written.
• Ability to adapt to new technologies and learn quickly in a dynamic environment.
• Detail-oriented with good organizational skills.
• Experience using Salesforce is a plus.

WHY JOIN REPAY.… BECAUSE CULTURE IS EVERYTHING

GROWTH & PEOPLE-CENTERED LEADERSHIP
As the industry-leading financial technology provider in the Consumer Finance and Business to Business spaces, we continue to set the standard for application development and delivery. In 2019, REPAY became a public company listed on the Nasdaq Stock Market (RPAY). For the past three consecutive years, we have placed on the ACG® Atlanta Georgia Fast 40, a list recognizing the top 40 fastest-growing middle-market companies in Georgia. REPAY’s leadership empowers each team member to make a difference and stretch to their fullest potential. Our dedication to frequent, transparent communication is shown with companywide meetings where our leaders share company vision and encourage employees to ask questions. 

FUN WORK ENVIRONMENT & GREAT TEAMS
We offer it all: business to casual dress, great snacks & beverages, and open-air collaborative team settings. REPAY has been certified as a Great Place to Work® company for 2017, 2018, 2019, 2020, 2021, and 2022. The REPAY team is fun, smart, collaborative, and truly enjoys working together. Making a difference in our local communities – we support several philanthropic initiatives every year to give back to our local communities. We are self-driven, motivated professionals who do not require micro-management to ensure we produce high quality and timely work.

INNOVATION & EDUCATION
We create highly sophisticated payment processing applications and are always pushing the boundaries of what is possible. We are constantly revolutionizing the industry by building on new ideas from clients and employees. We provide the resources necessary to ensure new innovations can develop quickly and with quality. We encourage continuing education, including professional conferences and events.

PUTTING OUR PEOPLE FIRST
We believe our people are the best, and we care immensely about their success. We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work-life balance resources. All benefits go into effect day one. Our employees’ futures are important to us, which is why we have a 401(k)-employer match and and an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program. This bonus award reflects excellent performance of individual contributions and goals achieved during the past year.

REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity.

REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law. Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible.

We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.