IBONIA is looking for a Technical and Customer Support Associate


IBONIA, a company in the business of software and data processing is looking for a

Technical and Customer Support Associate

for one of its clients in New York, USA


 

 

Special requirements
  • The agent will work at night, starting from 5:30 PM to 1:30 AM
  • The agent shall be working from home on the Internet and over the telephone
  • The agent shall have both technical support (50%) and customer support (50%) responsibilities.

 

 

Mission
  • Technical support
  • First line resource for technical related tasks (only for tasks that can be done remotely).
  • Ensures Sales agents and Merchants needs are diligently addressed to ensure customer satisfaction and retention
  • Ensures that all jobs are completed on time, within budget, and to customer specifications.
  • Responsible for designing and implementing improved process or technical policies.
  • Recommends changes to products or services to fulfill customer needs
  • Customer support tasks
  • Customer support
  • Acquires a general knowledge of the client’s industry and processes: should be able to answer any questions at a superficial level, and reorientate the requestor to the correct person
  • Addresses requests from merchants and escalates them whenever necessary
  • First line person for boarding new merchants
  • Ensures Sales agents and Merchants operational needs are diligently addressed
  • Ensures that all jobs are completed on time, within budget, and to customer specifications.
  • Participates to basic accounting and office administration tasks
  • Recommends changes to products or services to fulfill customer needs
  • Participates in designing and implementing improved processes or policies.

 

 

Activities
Technical Support
  • Defines Equipment needs according to Merchant environment.
  • Orders Terminal applications
  • Delivers on the phone basic training to merchants”
  • Answers phone calls + emails from merchant and answers their questions.
  • Assists Internal and External Agents by addressing any of their technical needs / questions (coordinated by Lily Roman)
  • Interface with vendors, orders placement, inventory updates and management
  • Assists merchant in the PCI compliancy process (merchants must become compliant, and renew each year).
  • Ensure legal / technical requirements are enforced (end of life terminals, security standards, new technology applied to terminals etc)
  • Manages tickets in the Customer Support Portal.
  • Promptly addresses issues raised in tickets assigned to self.
  • Updates CRM and special Meeting / reporting tickets

 

Customer support

  • Merchant Application Process, from start to end
  • Answers phone calls + emails from merchant and answers their questions
  • Assists Internal and External Agents by addressing any of their operational needs / questions (coordinated by Lily Roman)
  • Handles chargebacks processes, interface with Chgb Dept
  • Manages tickets in the Customer Support Portal.
  • Promptly addresses issues raised in tickets assigned to self.
  • Updates CRM
  • Specific reporting to certain merchants”
  • Participates to Week End and Days Off “On Call Policy” (1 Week end over 3 or 4). Paid time.
  • Check emails 3 times per day, address only issues with a list of VIP merchants
  • Attends any useful trainings (ex: webinars) to improve specific knowledge and skills.
  • Gets training from other staff members to gain competence on all areas mentionned above
  • Collaborates to the periodic newsletters / information emails to prospects and merchants with appropriate tool (Constant Contact).
  • Submits content to Management, proceeds to formatting and emailing
  • Addresses phone or email requests from DU Merchants or Agents

 

 

Education

Bachelor’s degree + 2 years in Computing / Marketing or related Communication field
High level of fluency and speaking comprehension in english

 

 

Required Skills and Profile
  • Tech-savvy (Windows) and able to help others
  • Quick to learn annd analytcal
  • Self-driven and disciplined
  • Extrovert, able to communicate clearly

 

 


To apply : Please send your application files at [email protected] no later than Friday, March 24th, 2017, 6 PM.


 

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