Client Services Representative

Client Services Representative

PayTrace - Remote

Please note the shift for this position is Mon-Fri, 7 am - 4 pm Pacific Time

PayTrace, part of North American Bancard, is an omnichannel payment solution for businesses.

The Client Services Representative at PayTrace provides front line support operations for our clients and sales partners to deliver an exceptional customer service experience.

What you'll do:

• Troubleshoot, diagnose, and resolve technical hardware and software issues.
  • Research questions/issues using available information and resources.
  • Identify and escalate situations requiring urgent attention.
  • Log all help desk interactions via computerized ticketing system (Team Support).
• Proactively help to build and maintain support infrastructure and documentation including external user facing self-help system and internal support documentation.
  • Share information with other team members on how problems or issues were solved, and proactively work with team
• Perform PayTrace product training and product demonstrations to end users.
• Maintain constructive relationships and listen to our merchants and resellers needs and pain points in order to help provide strategic feedback to other departments.

What we need from you: 

• A minimum of one (1) year customer service work experience.
• High School Diploma or equivalent required. College degree preferred.
• Competently and confidently interacts with our merchants and sales partners.
• Problem-solver mindset.
• Polished written, verbal, and presentation communication skills.
• Positive team player, group collaborator, and interpersonal communicator.
• Proficient in Microsoft Office and/or Google Workspace and able to quickly learn other relevant programs.
• High level understanding of basic computer components including operating systems, browsers, and peripherals (printers and other attached hardware).
• Flexible and eager to learn and work on diverse tasks as needed.

How to stand out (Preferred):

• Thoroughly understands the payment industry, including knowledge of the industry's structure, VISA and MasterCard interchange qualification, and PCI.

What we offer:

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage

• Paid Time Off

• 401(k) + Match

• Mental Health Support & Well-Being Program

• Paid Maternity & Paternity Leave

• Education Assistance

• Company-funded Lifestyle Spending Account

Who we are:

At PayTrace, our team of B2B payment experts help business owners build better, more reliable payment solutions by offering a deep roster of ISV partners, more than 300 reselling partners, and a 5-star client service team.

North American Bancard (NAB), and our family of companies, help businesses prosper through smarter commerce for all. Propelled by our core values of simplicity, experience focus, and partnership, we continue to innovate the next generation of payment technologies and experiences for our clients and their customers. Our team is trusted by more than 250,000 business owners to process more than $45 billion worth of transactions every single year. 

Our most important resource is our people. Join our diverse team of innovators and do-ers and make your mark on the future of payments technology. We're proud to offer benefits that help our team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling.

At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

To learn more about North American Bancard and our family of companies, visit our website: https://www.northamericanbancard.com/company/our-companies

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