Client Services – Clover Support Agent
Remote Support Role-Above Market Pay-All Shifts Available-Monthly Bonus Plan
Job Summary:
The Clover Support Agent position serves as a liaison between our company and our clients by handling technical support-related customer service calls. This position is responsible for triaging technical issues with our clients, working quickly to identify the issue, and providing viable resolutions that meet the needs of our clients with an emphasis on world class service. The position also entails activating new business accounts to ensure time to money processing with a focus on world class service.
What You will Find at Talus Payment
- Competitive pay with Monthly performance-based bonus opportunities
- Outstanding health, wellness, 401k, and insurance benefits
- Genuine opportunities for growth and career advancement
- Paid time off and holidays
- Management focused on your growth and overall success
- A culture committed to inclusion and diversity
What We are Looking For
- Prior experience working with Clover products including hardware/software devices in the payment processing industry.
- Provide exceptional technical support to clients using Clover technology.
- Maintain a thorough understanding of Clover products and services to effectively assist clients.
- Collaborate with other members of the technical support team to resolve complex issues.
- You have a minimum of 4+ years of professional work experience interacting with customers on a daily basis.
- You are passionate about working for a company that ensures a high standard of service.
- Previous Support roles in customer service/technical support roles within a call center
- Troubleshoot and resolve technical issues related to Clover products and services.
- Communicate effectively with clients to understand their needs and provide timely and accurate solutions.
- Document all client interactions and resolutions in a clear and concise manner.
- Proactively identify and escalate any recurring technical issues to higher levels of support.
- Stay updated on industry trends and advancements to continuously improve technical knowledge and skills.
- Display a customer-focused attitude and maintain a high level of professionalism at all times.
Meet and exceed performance metrics for response time, resolution time, and customer satisfaction. - Participate in training programs to enhance technical skills and knowledge of Clover products.
Contribute to a positive and collaborative team environment. - Provide feedback and suggestions for improvement to the technical support process.
- Adhere to company policies and procedures at all times.
- Continuously strive to improve the overall customer experience.
The Skills to Succeed
- Strong & professional communication skills in all channels of support
- You enjoy delighting customers by providing exceptional world-class service.
- Able to multiple task time sensitive interactions to ensure satisfaction.
- Enjoy working in a collaborative team-oriented environment.
- Previous working knowledge of software platforms and soft phone systems
- Able to maintain the highest level of professionalism, personal accountability and follow through to ensure client satisfaction Solutions-oriented problem solver.
- Troubleshoot and resolve technical issues related to Clover products and services.
- Communicate effectively with clients to understand their needs and provide timely and accurate solutions.
- Maintain a thorough understanding of Clover products and services to effectively assist clients.
- Collaborate with other members of the technical support team to resolve complex issues.
- Document all client interactions and resolutions in a clear and concise manner.
- Proactively identify and escalate any recurring technical issues to higher levels of support.
- Stay updated on industry trends and advancements to continuously improve technical knowledge and skills.
- Display a customer-focused attitude and maintain a high level of professionalism at all times.
- Meet and exceed performance metrics for response time, resolution time, and customer satisfaction.
- Participate in training programs to enhance technical skills and knowledge of Clover products.
- Contribute to a positive and collaborative team environment.
- Provide feedback and suggestions for improvement to the support process.
- Adhere to company policies and procedures at all times.
- Continuously strive to improve the overall customer experience
What you will do
- Leverage your knowledge and expertise to answer questions and resolve problems. No two customers, problems, or resolutions are the same. We are looking for a tech savvy person who will rely on their training and resources and is always up for a challenge.
- Actively listen, build relationships, and engage with small business merchants.
- Diagnose, troubleshoot, own, and resolve complex hardware, software, application, and network issues.
- Display excellent written and verbal communication skills with the ability to influence or persuade others in positive or negative circumstances.
- Demonstrate strong people skills and the willingness to learn and expand working knowledge.
- Educate on key features, functionality and how to best utilize the product suite to meet their business and operating needs.
- Set up and train new users, assist with hardware and software activation, preferences, and configuration.
- Continuously learn to remain current on knowledge of all Clover products and enhancements including Clover devices, peripherals software and applications, 3rd party integrations, and networking requirement.
- Display strong ability to exercise empathy when collaborating with customers.
- Exhibit strong analytical and critical thinking skills
- Display excellent verbal and written communication skills with the ability to explain technical issues to both technical and nontechnical customers.
- The Support Agent is frontline support for clients requesting technical assistance. You are responsible for handling activations, answering questions, and troubleshooting all call/ticket types.
- Professionally handle volume of incoming requests via various support channels from clients thru Omni channel portals
- Verify client’s information, access their account, triage, and assist clients with time sensitive requests to ensure one call resolution.
- Utilize software systems to analyze and trouble shoot the customer’s situation to ensure client satisfaction.
- Handle client requests or service calls on a timely basis with an emphasis on overall quality.
- Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer centric processes which pro-actively resolves all customer issues.
- Ensure all open cases/tickets are updated, assigned, and closed before the end of shift.
- Compliance & Adherence to key performance metrics and quality assurance standards
- Impeccable phone etiquette when interacting with both internal and external clients.
- Must have proven track record of successful team participation as well as ability to work independently and be self-starter/self-sufficient at times.
- Ability to thoroughly research and provide detailed professional during all interactions to ensure first call resolution.
Minimum Requirements:
- Recent 3 year minimum inbound/outbound Clover call center support experience
- Bi-Lingual (Spanish) highly desirable
- Outstanding verbal and written communication skills
- Ability to prioritize and multitask in a fast-paced environment.
- Fully proficient with Microsoft Office Suite
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and listen. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. The employee must frequently lift and or move up to 20 pounds, stretch and perform other physical exertion to move equipment and/or supplies. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communicate to customers and co-workers throughout the day for extended periods.
Mental Requirements
The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.
Talus is an EO Employer – Veterans/Disabled and other protected categories.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Should you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please contact us and we will be happy to help.
EEO is the Law | E-Verify
This description reflects managements’ assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned with or without notice.
