CS - TSR I

Client Services – Technical Support Agent

• Remote Technical Support Role – Shift Differential - 2^nd Shifts Available 
• Afterhours/Overnight/Weekend shifts Available 

Job Summary:

This Support Agent Role serves as a liaison between our company and our clients by handling technical support-related customer service calls. This role also handles any and all customer service requests and service tickets. This position is also 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. Another key aspect of this role is handling afterhours any chat messages or service requests via the chat message board software platform.

What You will Find at Talus Payment

• Competitive pay with quarterly bonus opportunities (based on performance) 
• Outstanding health, wellness, and insurance benefits
• Genuine opportunities for growth and career advancement
• Paid time off and holidays
• A culture committed to inclusion and diversity

Successful Candidates-We are Seeking

• You have a minimum of 2+ years of professional work experience interacting with clients.
• 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
• Inbound/outbound call center experience
• Bi-Lingual (Spanish) highly desirable
• Previous Payment Support/Merchant experience a plus
• Outstanding verbal and written communication skills
• Ability to prioritize and multitask in a fast-paced environment.

The Skills to Succeed

• Strong & professional communication skills in all types and channels of support
• You enjoy delighting customers by providing exceptional world-class service.
• You possess strong listening skills and strive to exceed daily performance expectations.
• 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
• Open to improvement and change to ensure we provide exceptional service. 
• Able to maintain the highest level of professionalism, personal accountability and follow through to ensure client satisfaction.    

   Key Responsibilities

• The Technical Support Agent is frontline support for clients requesting technical assistance.
• They are responsible for handling questions, requests and troubleshooting all inbound calls/ticket types.
• Professionally handle volume of incoming requests via various support channels from clients
• Verify client’s information, access their account, triage, and assist clients with time sensitive requests to ensure one call resolution.
• During defined time frames the support agents will access, respond, and address any messages via the Chat message board and software application.
• Handle any customer service inbound calls, emails messages and service tickets that are sent during core hours via the Omni channel telephony platform and CRM software platform
• 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.
• Understand and adhere to company and departmental policies and procedures. 
• Adherence to key performance metrics and quality assurance standards
• Maintain a working knowledge of company related product information.
• Maintain regular and punctual attendance and consistent schedule adherence.
• Ensure complete accurate proper documentation on all interactions to ensure compliance.
• 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 various time frames.
• Ability to thoroughly research, identify issues, address & rectify any obstacles
• Provide successful customer centric support and timely solutions during all interactions with an emphasis on one call/interaction resolution.

Benefits: 

• Full suite of Health Benefits 

• 401k with Company Match 

• Casual dress environment 

Company Description: 

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

 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 hear. 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. 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 communication 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.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.