Customer Service Representative I
Summary
Provide phone and email support for online payment and POS products, troubleshoot issues, and train users on school-district financial software.
JOB TITLE: Support Specialist
DEPARTMENT: PaySchools Operations
REPORTS TO: Support Manager
SUPERVISORY RESPONSIBILITIES: No
FLSA: Non-exempt
JOB LOCATION: Canton Office
EDUCATION & EXPERIENCE:
High school graduation required. Bachelor’s degree from accredited college desired.
DUTIES & RESPONSIBILITIES
- Demonstrate an excellent quality of support to our customers (customer first approach).
- Provide email and phone support of PaySchools products to our customers that include Online Payment solutions and QuikLunch POS.
- High availability for support contact to ensure timely and accurate response to all inquiries.
- Respond to inquiries for support requests from customers, Business Partners and internal co-workers in a timely manner.
- Utilizes phone, email and remote connections to investigate and resolve customer issues.
- Diagnose underlying cause of customer issues or performance issues.
- Evaluate ongoing support issues, and look for ways to suggest preventative measures.
- Create and maintain documentation to assist in future problem resolution.
- Earn SME (Subject Matter Expert) level knowledge on 2 of our software products.
- Provide training and live support for QuikLunch POS, QuikApps, and Online payments products.
- Graduate to entry level support on a 3rd and/or 4th
- Perform setup/programming of QuikLunch items/button layouts.
- Perform installation/repairs/support of hardware.
- Other task as directed by the Support Manager.
DESIRED SKILLS
- Good written and verbal skills.
- Well organized.
- Excellent with customers.
- Comfortable on a computer and experience with Microsoft Office.
- Positive attitude and willingness to learn.
- Contribute to a positive team environment.
DISTINGUISHING FEATURES
An employee in this role provides support of our POS software, Meal Application Software, and payments solutions to our customers. This includes assisting the customers from the user’s perspective, resolving know issues. This position will also support our direct clients (the school district personnel) for training and live support of QuikLunch POS. This position requires a friendly, professional, and courteous approach to ensure a positive customer experience.