Technical Customer Service Representative

Our client is seeking leaders to set the vision, strategy, values, and priorities that enable the organization to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

This is a 24/7/365 team with openings on all shifts. Positions are based in Kansas City and eligible for a hybrid work schedule.

Key Activities

• Provides customer support to users of the organization's products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents.
• Monitors National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
• Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy.
• Perform extensive research regarding transaction and electronic payment file processing to mitigate risk
• May assist in updating administrative reports, operational check lists, and knowledge base articles.
• Utilizes customer relationship management tools to log, track, and monitor customer inquiries
• Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support
• Assists other customer service representatives as needed
• May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.

Qualifications

• Typically requires Associates degree in information technology, business, or closely related field
• Typically Requires 2 years of relevant work experience
• Superior customer service and problem-solving skills to create a positive customer experience
• Good interpersonal and written communication skills
• Ability to work both independently and in cross-functional teams with colleagues in multiple locations.
• Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
• Intermediate troubleshooting skills
• Demonstrated ability to understand and apply department standard operating policies and procedures.
• Incumbent must be fully vaccinated against COVID-19, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief.
• Certain eligibility requirements apply.

Job Type: Full-time

Pay: $35,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Kansas City, MO 64198: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 2 years (Required)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Kansas City, MO 64198

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