Product Support Analyst I

ESSENTIAL DUTIES/RESPONSIBILITIES:

Essential duties and responsibilities include the following:

Training, Quality & Performance

• Attend customer service trainings on the products and services.

• Study and understand the products and services.

• Complete side by side training with other agents on incoming calls from customers.

• Basic understanding of CRM system and other required software.

• Gain a mid-level understanding of products, processes and procedures within first 6 – 12 months of employment.

• Meet minimum performance expectations provided by Supervisor and/or Director within first 90 days.

• Meet minimum expectations for quality standards within first 90 days.

• Consistently use soft skills on calls to ensure customer satisfaction.

• Consistently show positive progress in quality scores and performance audits.

Core Responsibilities

• Accept incoming phone calls from external customers (such as Merchants, Resellers and ISO’s), Transaction Research, Funding, Processing questions, Billing inquiries, Limit Increases, IP Address changes, Check Verify Transaction research request, Payment processing request, ACH inquiries related to fees charged on bank statements, Provide guidance to merchants to assist with PCI compliance, Assisting with client’s customer inquiries, Approval Letters, other email related request not listed.
• Provide basic level tech support, Troubleshooting software, Resetting passwords, Browser compatibility issues, Re-pop Settlement.
• Distribute department specific request to the applicable departments.
• Act as a liaison between the customer and various departments of operations.
• Research assigned customer issues and follow up within in a timely manner.
• Create trouble tickets to escalate customer issues and follow-up as required.
• Other duties as assigned.

Location(s):

IN.Bangalore.Remote