Client Support Representative
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Job Description
Client Support Representative handling inquiries and support for Global Payments customers. Ensuring fast, professional resolution of client communications and maintaining satisfaction in service delivery.
Responsibilities:
- Answer incoming client/residents inquiries and ensure an accurate assessment of the issue is documented and escalated or resolved within the defined SLAs
- Handle tier I tasks and issues, provide appropriate solutions, and follow up with client to ensure complete resolution and satisfaction
- Proactively identify and escalate at-risk clients and issues to team lead
- Embrace change and continually participate in suggestions to process improvements while promoting the Zego culture and spirit of teamwork
- Demonstrate an increasing level of knowledge and comprehension of Zego products and partner integrations
- Accurately document and update client/residents records, support notes and interactions within the various software systems (Service Cloud, SFDB and Admin)
- Ensure compliance with Zego specifications and regulations and follow established policies, procedures and workflows
- Inform clients of new updates to services, seek opportunities to increase client’s utilization metrics, identify up-sell opportunities and coordinate initial meetings with CSS
- Assist with and contribute to marketing and advertising initiatives
- Consistently meet personal/team goals and quotas and adhere to established work schedule
- Participate in POD Meetings
Requirements:
- Familiarity with CRM, support & ticketing software systems and practices
- Proven ability to work in a fast paced, team centered work environment
- Proficiency with Microsoft Suite Products (Microsoft Excel, Word and PowerPoint)
- Excellent communication– verbal, written, interpersonal with strong active listening skills
- Ability to demonstrate effective problem solving skills and strong client orientation
- Detail-oriented and dependable, with a positive and inquisitive attitude
- Ability to multi-task, prioritize, and collaborate with multiple departments and stakeholders
- Exhibit a high degree of self-motivation and drive
Benefits:
- Flexible paid time off
- Tier based promotional career-pathing
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