Customer Support Representative

As a Customer Support Representative, you will be the first point of contact for many of our users. You are a customer focused, problem solver who is skilled at building relationships with clients. You have a deep understanding of the Cardata product and are a strong multi-tasker who is able to balance competing priorities.

What You'll Be Doing

• Answer general questions for all users through phone, email via Zendesk
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Properly document and track customer issues and resolutions
• Follow escalation procedures as required
• Share resources with users to educate users on product features, workflows, and navigation of Cardata Cloud and the Cardata Mobile app
• Review compliance documentation to ensure details align with program specifications/ parameters
• Identify resource gaps, propose solutions and assist with development of resources
• Contribute to the knowledge base for the Support team
• Participate in weekly team meetings
• Contribute to the development of the customer support knowledge base and FAQs
• Collaborate with other departments (e.g., customer success, finance, sales, product) to resolve customer concerns
• Meet key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.

What You'll Bring

• Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
• Excellent written and verbal communication skillsHighly organized, excellent time management skills
• Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions
• Strong ability to build positive external and internal relationships and work cross-functionally with other teams
• Willingness to learn new processes, adapt to change, and embrace company updates.

Nice to Have

• Familiarity with software such as Zendesk Suite, Google Suite, Cloud

Work Environment & Schedule

• Office hours: Open 8am-7pm, any shift may be assigned
• Remote work - Reliable internet access and quiet work environment
• Occasional overtime work may be required during holidays