
Customer Support Associate
5 days ago
We are seeking a highly motivated and customer-focused individual to join our expanding team in providing exceptional support to our clients.
About EWS GroupEWS Group has grown significantly over the years, with a global presence and a commitment to delivering top-notch services to our clients. As a leading provider of integrated payments services, we strive to improve the payments experience across various industries.
Division: Perseus PaymentsPerseus Payments provides comprehensive payment processing solutions to businesses and software providers. Our goal is to simplify the payments process and provide seamless transactions for our clients.
Job Description:In this key role, you will be responsible for providing expert support to our clients, addressing their payment processing needs including onboarding, reconciliation, risk management, terminal ordering, and troubleshooting.
Key Responsibilities:- Engage with customers via phone, email, and chat, demonstrating exceptional customer service skills and professionalism in every interaction.
- Mastery of various support processes and platforms, effectively managing multiple customer inquiries at once.
- Accurate documentation of all customer interactions (calls, chats, emails, messages) in our support system, ensuring thorough and clear records.
- Handling inquiries related to onboarding, reconciliation, risk management, and terminal troubleshooting, providing effective solutions for each.
- Diagnosing and resolving technical issues with payment terminals, ensuring minimal disruption to client operations.
- Escalation of unresolved or complex issues to higher support levels or relevant teams, ensuring timely follow-up and resolution.
- Adherence to company policies and procedures for both internal and external operations, maintaining consistency and compliance.
- Strong verbal and written communication skills, with the ability to convey clear and concise information.
- A methodical approach to gathering requirements, identifying issues, and finding effective solutions.
- Proficiency in Microsoft Office Suite and capability to learn additional support platforms quickly.
- Strong numerical skills to support reconciliation of bank statements and payment processing data.
- A minimum of 2 years of experience in the banking or payments industry.
- Demonstrated experience handling technical customer inquiries through phone and email.
- Standard Shift: 10 am ET- 6 pm ET (8 pm PK time - 4 am PK Time)
- Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs.
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