Gravity Payments Hiring for Customer Support Representative at United States Full Time

A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others.

While reviewing the job description we hope you will gain an understanding of the role responsibilities and preferred skills. In interviews with Gravity we will ensure your understanding of the role and ask focused questions to learn more about your ability to do this role based on the following skills and competencies.

We are looking for a teammate who is extremely curious and motivated by helping others. This person should be inclined to learn from any opportunity and be fulfilled in solving difficult problems as the main decision maker. The CSE (Customer Success Engineer) Team keeps up with ever-changing technology and security requirements, taking proactive measures when it’s possible. In this role, you need to be intuitive and strategic, pursuing long-term solutions for our merchants and company. You’ll be working with merchants over the phone and by email to troubleshoot technical issues and build positive client relationships, in addition to providing support to our sales team. You will also collaborate with other departments (other customer facing teams and beyond). It is really important you can be flexible when priorities shift on the fly. Last but not least, this team is highly relational and supportive of one another’s personal development.

Core Responsibilities:

• Provide phone and email support for our merchants and sales reps
• Partner with our operations and sales teams to provide quality and cohesive support
• Assist merchants with troubleshooting credit card processing equipment and related systems (technical training provided)
• Assist merchants with basic online access, password resets, transaction lookups and new orders
• Continuous learning which may include cross-training into multiple departments
• Work with our Technical Support team to troubleshoot hardware and network issues.
• Work with our Financial Support team to provide assistance with processing related questions and issues
• Handle routine account maintenance and updates such as:
• Address changes
• Contact information updates
• Document requests
• Cancellations

Requirements:

• Strong oral and written communication ability (over the phone and email)
• Quick and eager learner
• Passionate about building relationships with and servicing our clients
• Technical aptitude
• Strong ability to navigate multiple computer systems
• Highly organized with strong follow-up and attention to detail
• Ability to identify root causes of issues and route issues to the appropriate team to solve said issues.
• Self-starting and driven
• Ability to self-manage and multi-task projects with varying degrees of priority
• Flexibility with an occasional need to work outside of normal business hours, including after-hours and weekends in order to best serve our clients.

Success in this role looks like:

Success in this role is, more than anything, being an effective team player. It’s using teamwork to achieve both individual needs and the needs of the team. Being able to balance incoming call volume/workload and outgoing/follow-up/resolutions. Additionally, having great communication skills, creating positive working relationships with multiple departments, and the ability to think outside the box when needed to resolve issues. It is being willing to challenge yourself, learn new things, always having a hunger for growth, and the ability to adapt to change.

Remote work requirements:

• Must have access to a wired internet connection
• Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection
• Must be able to use a Windows Based PC.

Salary:

The salary for this role is $80,000.

Gravity Payments is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity/expression, age, disability status, protected veteran status, or any other characteristic protected by law.