Client Support Specialist

Classification: Exempt

Essential Functions/ Responsibilities

• Provide client support via online ticketing system and phone calls, meeting company SLA’s for first response, resolution, and customer satisfaction.
• Demonstrate critical thinking, creativity, and innovation through active team participation and accountability for execution of ideas that foster growth for the team, our company, and clients.
• Work collaboratively towards common goals for the team, business, and clients to promote team development and ensure effective team dynamics.
• Represent Paymentus’ Core Values to create a positive work environment to foster goodwill and collaboration.
• Effectively communicate and adapt to changing priorities through collaborative strategic decision making.
• Maintain quality standards, continuously evaluating performance, products, and procedures while proactively seeking opportunities for improvement.
• Consistently complete assigned tasks with accuracy and thoroughness adhering to quality standards.
• Provide Client Support during system implementations and data conversions.
• Work on assigned projects as needed.
• Actively creates and searches for new and innovative approaches to enhance performance.
• Anticipate potential issues and take proactive steps to address them ensuring quality and timeliness of deliverables.
• Actively seek feedback and constructive criticism to enhance job performance, demonstrating a commitment to personal growth.
• Embodies Paymentus core values by thinking about the concerns and feelings of others and responds in a compassionate, respectful, and supportive manner.

Requirements:

• Proven work experience as a client support specialist (or similar function).
• Possess the ability to identify and analyze problems, providing effective solutions with minimal guidance.
• The ability to diagnose problems quickly and accurately.
• Possess comprehensive knowledge of various aspects of the job, including products, technical information and processes.
• Proactively assesses the environment for opportunities, anticipating threats, and acting upon them.
• Able to perform well in high pressure situations due to time frame, workload, adversity, disappointment, or opposition.
• Willingness to assist coworkers or teams, contributing to achieving high-quality outcomes.
• Strong client-facing communication, writing, and presentation skills.
• Customer service orientation.
• Working knowledge of client support software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Advanced troubleshooting and multi-tasking skills.
• Strong attention to detail and ability to learn new technology.
• Degree in Business Administration, Communication, Information Technology or related field preferred.
• 2-3 years in experience in Client Support
• Experience in Banking, Payment Systems, Internet/Mobile Banking a plus.

Education and Experience

• Bachelor Degree a plus
• Good organizational skills, knowledgeable in goal-setting practices
• Excellent verbal, written and interpersonal communication skills
• Outstanding client service skills and dedication to providing exceptional client care
• Exceptional listening and analytical skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may be required to life up to 25 lbs.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

Minimal travel

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.