The Senior Customer Support Representative will be part of our World Class Customer Support team and will be responsible for supporting the business and technical needs of our growing client base. As a Senior Customer Support Representative, you will be assisting Authorize.net clients with their payment gateway accounts through inbound phone calls, chats, and support center case work. This position will be in located in Lehi, Utah. Shifts vary from 6am to 8pm, 7 days a week.
Essential Functions
- Responds to incoming client requests, proficiently and professionally while exceeding clients’ expectations
- Answer client questions and resolve problems related to billing, account management, product utilization, website integration, connectivity methods and other technical issues
- Thoroughly describe and document work using Microsoft Dynamics which includes escalating support cases and collaborating with leadership or Product Support as needed to provide one contact resolution
- Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and Satisfaction with Resolution
- Ability to deliver results with operational efficiency
- Required proficiency in case management by proactively managing each case from creation to resolution.
- Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously
Position Details:
- Competitive start rate with shift differential along with bonuses and an annual review of compensation.
- Paid 10-week training. Start date to be determined. Training schedule is Monday-Friday, 8:00am-5:00pm MST
- Shifts start times vary from 6:00 am to 11:30 pm MST, 7 days a week
- Extensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period
- 401k plan with company 2 to 1 match (2 Dollars for every 1 Dollar you contribute up to 5 percent of your base pay for a total of 10 percent)- always fully vested
- Generous paid time off (21 days for years 1-5, and increases after that)
- 12 paid holidays per year
- Education assistance, adoption assistance, and commuter assistance
- Rewarding environment with opportunity for career advancement
- Employee stock purchase program allows employees to purchase Visa stock at a 15% discount
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Basic Qualifications:
- Must have a High School diploma or equivalent or relevant work experience
Preferred Qualifications:
- 2 or more years of work experience
- Customer service experience required.
- Prior experience in financial industry, ecommerce, technical environment or servicing within written channels is preferred
- Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving, and multi-tasking skills required
- Regular and punctual attendance is a required commitment for this role and must be open to a flexible scheduling to adapt to the evolving needs of our clients
- Bilingual proficiency in English and Spanish preferred
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. 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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 49,700.00 to 59,300.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
