Agent Support Representative

Brooklyn, NY

$25 - $32 / hour

The Agent Support Representative focuses on providing outstanding sales service support and experiences that are critical to our agents ongoing success. You will be the main point of contact for sales Agents and play a critical role in determining Agent success and satisfaction.

Responsibilities:

• Provide high quality sales support to agents by responding to inquiries that come into our support desk via email and telephone.
• Handle service tickets regarding the support of Merchant Credit Card processing through troubleshooting, diagnosing and providing agents with solutions to resolve problems with service.
• Communicates applicable policies, procedures and practices to agents.
• Work the Agent Support queue, monitoring and answering incoming calls and emails daily, generating trouble tickets in Customer Assistance and Ticketing System and contacting the agents with follow-up and resolution.
• Document agent issues utilizing current on-line information management system.
• Ensure timely reporting, referral, follow-up and escalation of agent issues to minimize disruption to service and overall impact to clients.
• Help build and maintain knowledge sources and training materials for inter and intra-departmental training and onboarding.
• Act as liaison between agents and internal departments to communicate, research, and investigate client issues while driving the ticket toward resolution.
• Analyze data and workflows to determine root causes and make recommendations to resolve current problems while gaining efficiencies for future similar problems.

Qualifications:

• High school diploma or equivalent, Associate’s or Bachelor’s preferred
• Minimum six months to one year of service experience preferred
• Excellent telephone, interpersonal and verbal communication skills. The candidate must be able to communicate clearly and efficiently both over the phone and in writing
• Strong problem-solving and negotiation skills as well as the ability to handle difficult calls
• Ability to identify and resolve/escalate complex problems
• Proficient keyboard and computer skills, especially Microsoft Office applications
• Proven commitment to high quality customer service and a customer-first approach to problem solving
• Must be able to work independently with minimal supervision using pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.
• Efficient time management skills to maximize the number of items that can be resolved while maintaining a high level of detail in notes and follow-up
• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.
• Ability to enforce company policy

This is a full time in person position