Tech Customer Support Representative, Ecomm

hace 3 semanas

Ciudad de México Evo Payments A tiempo completo

Title: Tech Customer Support / eComm Representative

Division: Operations

Location: Dun Laoghaire, Dublin

Reports to: Technical Team Lead

Term: Permanent, Fulltime

EVO Payments International is an exciting and growing company that is dedicated to providing innovative products, outstanding service and security to its customers. We are located throughout the United States, Canada, Mexico, China and Europe. We can process in over 130 currencies in over 50 markets worldwide. On behalf of our customers, we process billions of dollars annually.

EVO plays an important role in the everyday life of millions of people. For our customers and their customers, we are the link between the parties involved in almost any type of payment transaction. We ensure that any payment is secure and properly applied and settled for each transaction. EVO offers end to end support from installing the point of sale device to enable secure electronic payments at a merchant, providing software solutions to enable ecommerce and then troubleshooting and resolving issues that may occur from time to time for our customers.

In conducting our business, EVO is committed to creating an exciting, diverse and collaborative work environment for our employees. We know our success is the direct result of the talent, dedication, and energy of all our employees. In order to achieve this success, we share a common set of values that guides our behaviour at work each day.

**Role Purpose**
You will be part of the Technical/ eCommerce team in EVO Customer support Call centre.
You will also be expected to liaise with internal and external parties in order to address and resolve reported issues in a timely manner.

**Duties**
Handling inbound customer calls and queries through to resolution with focus on first-time resolve
More advanced technical troubleshooting over the phone on a range of different POS terminal products.
Taking ownership of calls and ensuring all steps are carried out to support a resolution with customer.
Escalate calls upwards efficiently to next level for fast resolution and maintaining customer satisfaction.
Deal efficiently & effectively to all customer queries whilst maintaining excellent customer service through every call.
Responsible to effect all recommendations with a focus on continuous improvements.
Taking appropriate responsibility to process confidential information in a secure manner
Depending on level of experience in role, more duties may be added to help streamline process and enhance customer satisfaction.
Keeping customer informed (KCI) - in accordance with set KPI’s while customer queries/escalations are being resolved.

**Responsibilities**
Work with Team Lead on delivering agreed KPIs.
To deliver quality customer service
Follow up administrative duties
Calls will be monitored and feedback will be given to support continuous improvement with call handling.
Key Sills
Technical experience in a similar environment
Will be flexible, enthusiastic and motivated
Enjoys fast paced changing environment
Customer Focused
Approachable with excellent communication and rapport building skills
Exceptional customer service skills with the ability to manage professional relationships
Highly organized with excellent attention to detail
Resilient and receptive to change
Technically minded and able to work across multiple systems.
High standard of written and verbal English.

**Requirements**:
1-2 years of experience in a similar role or
Or IT graduate (cert/diploma) with skills in the appropriate areas.

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