Customer Support Specialist

mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We are building a payment platform that allows merchants to accept payments in-store, in-app and online, whilst consolidating all their data on a real-time business management dashboard.

We care about our merchants and providing an excellent merchant experience is integral to what we believe in. We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services.

Key Responsibilities

• Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls.
• Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.
• Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
• Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
• Manage the escalation process where required to better service merchants.
• Contribute towards merchant servicing documentation, both creation and maintenance.
• Manage internal & external system access to support oriented systems.

About You

Experience Required

What we offer

You will be joining an incredible team who are committed to our vision and company values. Our innovative culture gives you opportunities to make real contributions that will shape the future of the business. In addition to a fun and flexible work environment, we also offer :

mx51 is an equal opportunity employer that is committed to creating a diverse and inclusive environment. All qualified applicants will receive consideration for this role without bias to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.

Note : mx51 does not accept unsolicited resumes or applications from recruitment agencies.

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