Tilled Support Advocate I

Description

• A growing team made up of innovators, creative minds, extroverts, introverts, dog lovers, and cat lovers who share a common goal: to change the payments landscape for the better with PayFac-as-a-Service.
• A software platform that provides B2B SaaS companies and ISVs with all the benefits of becoming a Payment Facilitator, without the stress, hassle, etc. etc. (you get the deal) to become a Payment Facilitator.

• Someone who knows when, who, and how to ask for help
• A planner
• Comfortable with remote work
• Authorized to work in the United States and a resident in a United States time zone

• You must be flexible to work between the hours of 8 am to 5 pm, Monday-Friday Eastern Standard Time.

Day and a life:

• Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through on-going training and referring to online manuals as required.
• Resolves client and/or merchant support issues relating to point of sale (POS) products, including, but not limited to, card swipe terminals, and provides standardized responses by utilizing established documentation and processes. Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures
• Answer inbound customer support inquiries regarding Tilled Products across different Support platforms (Zendesk tickets, chat and phone support)
• Identifies and escalates emerging product or customer dissatisfaction issues

What you have:

• High School Diploma or Equivalent
• Sound reasoning skills and ability to solve customer issues in an efficient and courteous manner
• Strong work ethic and demonstrates excellent record of attendance and punctuality
• 1+ years previous Payments support experience within a call center
• General knowledge and understanding of the technical aspects of telecommunications equipment, systems and vendor capabilities
• Industry Knowledge - Ability to develop basic payments industry knowledge
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Ability to research issues and resolve customer inquiries with limited supervision
• Ability to communicate clearly and effectively with all levels within an organization

What we have

• Remote work environment
• Comprehensive benefits package including: Medical, dental and vision plans, Unlimited paid vacation to help you recharge, Thirteen paid holidays every year, etc.
• Experts in the payments field that can get you up to speed with PayFac-as-a-Service
• Generous compensation and benefits
• Transparency that trickles down from the C-Level
• Resources to support remote work

About Tilled