Customer Support Representative - US

EVO Payments, Inc. isa leading payment technology and services provider. EVO offers a number of innovative,reliable, and secure payment solutions to merchants ranging from small andmid-size enterprises to multinational companies and organizations across theglobe with offices across the Americas, Europe, and China. As a fullyintegrated merchant acquirer and payment processor in over 50 markets and 150currencies worldwide, EVO provides competitive solutions that promote businessgrowth, increase customer loyalty, and enhance data security in the markets itserves.

About the role:

TheRepresentative, Customer Support is responsible for interacting with customers(merchants), Independent Sales Organizations (ISOs), Independent BusinessAnalysts (IBAs), sales agents, alliance partners and vendors on behalf of EVOPayments, Inc. This position is also responsible for providing informationabout products and services, answering billing questions, researching callercomplaints, and providing Tier 1 support for equipment related inquiries. Thisposition also plays an important role in establishing and maintaining thecompany's reputation by remaining professional at all times.

Be a part of a team where you will:

• Answer calls, emails, faxes, and internal work orders in a queue-based setting and in accordance with service level expectations.
• Confer with merchants, ISOs, IBAs, sales agents, alliance partners, vendors, and internal departments to provide information pertaining to account inquiries, products, and services or to obtain details of complaints.
• Respond to, follow-up, and complete requested assignments in an effective and ongoing manner.
• Consistently meet benchmark performance standards and take initiative to exceed expectations as documented in the call performance script.
• Log customer interactions and transactions, which include calls, emails, fax, and maintenance queue, while using detailed, specific and professional remarks in internal systems.
• Attend trainings and maintain a thorough knowledge of all processes, procedures and information that affect/impact the department and company as a whole, including but not limited to, , interchange, dues and assessments, and PCI-DSS and PA-DSS compliance.
• Research merchant issues, reconciliation of merchant statements, and other data to provide updates to agents, partners, and/or merchants.
• Navigate through front and back-end systems to research accounts.
• Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles.
• Function as backup/overflow for Merchant Services and/or Technical Support departments.
• Demonstrate flexibility to change and offer input to improve self and team efficiency as related to job processes and procedures.
• Provide on the job mentoring to new employees and team members at the direction of management.
• Perform miscellaneous job duties as assigned by management.
• Identify, escalate, and direct caller complaints and grievances to the appropriate escalation groups.
• Perform related projects and duties as assigned.
• Follow Company procedures, guidelines, and departmental policies.

About you:

• Experience in payment processing industry preferred.
• Merchant Services/Customer Service experience in the payment processing industry preferred
• Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint and Outlook), Google Workspace, and ability to navigate between multiple computer applications.
• High school diploma or equivalent required
• Minimum of 1 year call center experience required.
• Possess the ability to utilize effective time management skills, work effectively under pressure and set personal deadlines
• Experience with POS debit and credit terminal hardware and software preferred.
• Meet acceptable attendance and performance standards.
• Ability to communicate effectively in both verbal and written formats with peers and customers, both internal and external.
• Ability to organize and prioritize multiple tasks and projects, work in a fast-paced environment and meet deadlines.
• Ability to resolve specific client issues under tight time constraints.
• Ability to understand and maintain knowledge of relevant product offerings.
• Ability to handle confidential material appropriately.
• Strong verbal communication and active listening skills.
• Customer orientation and ability to adapt and respond to different types of emotions.

What can EVO do foryou?

• Own your destiny with a worldwide payments industry leader where you can learn, grow, and advance
• Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts, Legal Shield & ID Theft, and a variety of insurance options (accident, critical illness, hospital indemnity and pet)
• Thrive in a collaborative culture that supports innovation

Our people are the keyto our success. Our commitment is to build a diverse, safe, and resilientculture that evolves with the needs of our people and the communities in whichwe operate. We are dedicated to creating a workspace environment that providesa sense of purpose for our people and supports each of us to learn, develop,and reach our full potential. Our culture and values are grounded in service,integrity, diversity, teamwork, and taking ownership of our actions andreputation.

Disclaimer

The preceding positiondescription has been designed to indicate the general nature and level of workperformed by employees within this classification. It is not designed tocontain or be interpreted as a comprehensive inventory of all duties, responsibilities,and qualifications required of employees assigned to this position.

EVO Payments Inc. is an equal opportunity employer committed to the hiring,advancement, and fair treatment of individuals without regard to race, color,religion, gender, sexual preferences, age, national origin, ethnicity,disability or veteran status, or any other protected status designated byfederal, state, or local law.