Job Description
GENERAL SUMMARY:
Payment Alliance International is looking to hire an FI Technical Customer Success Specialist who will manage our host-driven ATM customers and ensure that their needs are met. This person will take customer calls and respond to emails pertaining to any requests, issues, new equipment/service orders, or other needs of the customer. This position will be responsible for establishing and building customer relationships to promote customer retention and loyalty. This person will need to have a combination of business acumen, communication skills, and technical knowledge to understand problems or requests to ensure a positive outcome for both the customer and the business.
ESSENTIAL DUTIES AND TASKS:
- Take calls and emails from customers either direct or via call center queues
- Setup meetings with customers and other employees to address customer requests or issues
- Retrieve and organize reports for customers when needed
- Communicate with vendors that interact with customer services and solutions
- Place orders for new equipment and services for ATMs
- Provide technical assistance for host-driven ATMs and services
- Utilize escalation paths for complex issues or other needs that are beyond the scope of duties performed
- Use service portals (websites) to manage account changes and customer requests
- Manage BIN update requests and work with internal departments/vendors to update upon request
- Track problems and provide regular updates to customers/leadership when necessary
KNOWLEDGE, SKILLS & ABILITIES:
The competencies required for success in the Compliance Manager role include:
- Action-oriented: Enjoys working hard: is action oriented and full of energy for things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
- Informing: Provides the information people need to know to do their jobs and feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information.
- Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
- Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets ore doe in less time than others; can attend to a broader range of activities.
- Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
MINIMUM QUALIFICATIONS:
- High School Diploma required, bachelor’s in business administration or accounting preferred.
- Experience will be considered as a replacement for college degree
- Two years or more of customer service experience required
- Three or more years of experience in the ATM or Merchant Services industry preferred
- Host-Driven ATM equipment and/or services preferred
- Call support technical experience a plus
- Working knowledge of Microsoft Office, Word, & Excel
- Capable of reading technical manuals preferred
- Travel required
COMPUTER / APPLICATIONS SKILLS:
- Microsoft Office Suite to include Outlook, Word, and Excel
- Ability to learn other software programs quickly
- Working knowledge of PAI Reports with some experience running reports is a plus
WORKING CONDITIONS:
This work is performed in a business office setting. The working environment can be distracting due to noise. Must be able to see, hear, speak and listen. Must be an excellent listener. Constant moving (up/down/around the office area) to address questions and provide coaching. Continuous looking at a computer screen. Daily contact
with management and with co-workers. Work can be stressful and requires a calm, patient demeanor. Lifting of 10 pounds or less, which can be accommodated.
SUPERVISORY / MANAGEMENT DUTIES:
This employee is not responsible for managing others.
A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Successful performance on pre-employment tests may be required. Position requires successfully passing a drug test prior to hire and upon any accident / incident or discharge of firearm while on duty.
Reasonable accommodation may be provided for those who are able to perform the essential duties of the job.
The candidate must be able to maintain complete confidentiality of any information he/she encounters.
PAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
The company reserves the right to revise and alter this job description as needed.
Job Type: Full-time
Pay: $22.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Technical support: 1 year (Required)
- Customer support: 2 years (Required)
Ability to Commute:
Work Location: In person