Join Autoscribe, a leading payment processing company since 1989, as a Client Support Specialist. In this dynamic role, you'll be the front line of support, providing top-notch help desk technical and payment assistance to our valued clients. You'll work closely with our Implementations, Development, and Client Success teams to ensure an exceptional client experience.
As a Client Support Specialist, you'll be responsible for:
- Delivering exceptional customer service through technical and payment support.
- Collaborating with cross-functional teams to resolve client issues.
- Enhancing the overall client experience by addressing and anticipating needs.
If you have a passion for client care and a knack for solving problems, we invite you to join our dedicated team at Autoscribe and contribute to our legacy of excellence in payment processing.
Essential Functions
- Ensure a positive client experience through high quality service and communication
- Capture, update and maintain client contact information
- Respond to front-line client issues through research (ex. email research, KB, and peer assistance)
- Documentation of work flows and processes
- Provide client training as needed
- Trouble shoot and provide recommendations on design and categorization of tickets within the support ticketing system. Productize the organizational response and best practices.
- Document and update involved parties on incident status through service desk management system and all means of communications available
- Identify, diagnose and escalate situations requiring urgent attention
- Drive fix and provide an accurate resolution
- Manage files, databases and execute reports
- Provide support to internal teams
- Monitor file transfers
- Rotational on – call support outside of standard business hours
- Engage in continuous performance evaluation and training projects
Position Type and Work Schedule
This is a full-time, hybrid position. Days and hours of work are Monday through Friday, with a schedule to be provided by your manager. Some extended hours of work may be required.
Travel
Travel outside the local area is not expected for this position.
Education and Experience
- Associate’s degree or equivalent business experience
- Two years of technical help desk support experience
- Relevant experience in the financial, banking or ACH payment processing industry is strongly preferred
- Strong reconciliation skills
- Demonstrated success in managing client needs and expectations
- Highly organized with experience in the documentation of work flows and process
- Proficient knowledge of Windows Operating Systems and Microsoft Office products
- Ability to read, develop or learn SQL query statements along with familiarity with XML and JSON file formats would be a plus
