Gateway Support Representative

Howell, NJ

$25.00 - $30.00 an hour

The Gateway Support Representative will provide high quality customer service to merchants by responding to inquiries that come into our support desk via email and telephone. This team is focused on providing outstanding client service, support and experiences that are critical to our ongoing success and merchant retention. The Customer Service team is the first point of contact for our clients, and they play a critical role in determining client satisfaction.

Duties and Responsibilities:

• Work the customer service queue, monitoring and answering incoming calls and emails daily, generating trouble tickets in our Customer Assistance and Ticketing System and contacting the clients with follow-up and resolution.
• Ensure timely reporting, referral, follow-up and escalation of merchant issues to minimize disruption to service and overall impact to our clients.
• Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.
• Learn internal systems and apply setting modifications to customer accounts when applicable.
• Refer to pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.
• Document customer issues utilizing current on-line information management system.

Requirements and Qualifications:

• High school diploma or equivalent.
• Must have 1-2 years of related experience.
• Excellent telephone, interpersonal and verbal communication skills. The candidate must be able to communicate clearly and efficiently both over the phone and in writing.
• Ability to identify and resolve/escalate complex problems.
• Proficient keyboard and computer skills, especially Microsoft Office applications.
• 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.
• Must be able to multi-task.
• Technical experience or interest a plus.

This is a full time in person position

Gateway Support Specialist: $55,000 - $65,000

Senior Gateway Support Specialist: $65,000 - $75,000