Associate, Customer Support

**Associate, Customer Support**

**About the role**:
As an Associate, Customer Support, you will be part of the dedicated support and retention team to enhance the business experience to protect revenue and turnover. Engage the business proactively and reactively with a focus on driving business satisfaction and generating/saving revenue for the company.

**Be a part of a team where you will**:

- Service and maintenance to Evo's main businesses, through personalized attention responding to their needs with excellent quality responses.
- Attention and monitoring of projects and/or special business needs.
- Access and understand account information, billing information, revenue and profitability records, transaction records, terminal and platform details
- Maintain track and complete assigned work requirements in a timely manner.
- Make proactive outbound calls to customers to review their needs and assist with additional requirements.
- Timely identify and report customer complaints to the appropriate supervisor, management staff and resolution areas. Compliance with SLAs.
- Ability to handle multiple projects, work in a fast-paced environment, and meet deadlines
- Responsible for evaluating the business to maintain positive profitability. (platform change).
- Ensure job responsibilities are covered when you are absent. Arrive to meetings and appointments on time.
- Problem solving: Listen to the business first and then offer solutions that meet their needs.
- Teamwork
- Professionalism:

- Approach clients with tact and eduction.
- React well under pressure.
- Treat others with respect and consideration regardless of their status or position.
- Accept responsibility for your own actions. Follow up on commitments.
- Strong understanding of pricing for commercial services.
- Be available on-demand to customers after hours as needed.

**About you**:

- ** **Experience in customer service for a minimum of 1-2 years
- Business admiration, accounting.
- 2+ years of commercial services experience preferred.
- Previous experience in a retention or escalation department preferred
- Sales experience with excellent verbal and interpersonal skills preferred
- Strong verbal communication, active listening skills and strong math skills.
- Ability to probe and identify customer problems and resolve them
- Well organized with diligent follow-up skills
- intermediate English

**What can EVO do for you?**

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 customized to the country in which you live
Thrive in a collaborative culture that supports innovation

Our people are the key to our success. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We are dedicated to creating a workspace environment that provides a 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 and reputation.

**Disclaimer**

The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain 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 by federal, state, or local law.