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Customer Service Analyst I (Ongoing)

Atlanta, GA, USA, Dunwoody, GA, USA Req #5
Tuesday, October 23, 2018

Job Summary:

This position is responsible for enhancing each customer’s relationship with Paya. This objective will be primarily accomplished by providing assistance for customers with escalated or more complex questions or issues regarding Paya's products or services and their application in the customer’s business operating environment. Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional Paya products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based project work. Provides mentoring and training to less experienced staff.

Essential Functions:

  • Provides exceptional customer experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

  • Independently identifies the root cause of the client’s hardware, software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues.

  • Listens for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others.

  • Diagnose and resolve technical hardware and software issues.

  • Uses Knowledge Base methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers.

  • Escalate unresolved customer issues with all pertinent information included, to appropriate resources (including Team Supervisor if warranted).

  • Follow up and make scheduled call backs to customers where necessary

  • Documents each customer interaction using our case tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources

  • Works collaboratively and effectively within a team of peers. Models a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect

  • Stays current on technical and business knowledge in all assigned applications. Seeks out opportunities to educate or share knowledge with team members. Acts as a positive change agent for roll out and alignment of support processes and procedures

  • Actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

  • Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress.

  • Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization

  • Provide technical support for existing Gateway and Virtual Terminal merchants for bankcard, virtual check, shopping cart, Donate Now, SEVT, VT3, integrated payment applications and other related products.

  • Provide technical support for Paya Mobile Payments (registration issues, basic troubleshooting, and assistance with general questions with the phone application and website).

  • Colleague will be monitored and evaluated against a set of established performance metrics. These include Average Handle Time, Available Time (availability to customers), Customer Satisfaction, and use of knowledgebase tools, among others.

  • Make account changes for merchants, sales reps and various internal departments.

  • Attend all department and company meetings to stay up to date with the latest changes and releases.

  • Provide technical assistance with custom software/website integrations to the Paya gateway via HTTPS Post, XML Web Services, SEP, and Paya Exchange Integrations.

  • Initiates paperwork related to the various fees assessed to customers regarding, cancellations, equipment orders, training, shipping, or other additional charges.

  • Assists with incoming requests to add services, add T&E card types, set up Debit and EBT, close accounts, DBA, name and address changes in front end files.


Qualifications and Requirements:

  • High School Diploma/GED

  • Basic HTML and website development preferred.

  • Ability to work flexible hours Monday through Friday and possibly weekends

  • Knowledge of front-end processor/credit card industry preferred.

  • Demonstrated proficiency in typing and grammar

  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

  • Minimum two years of experience in a customer-facing role required, with the ability to build collaborative relationships through the use of positive language and a service-oriented attitude.

  • Knowledge of customer service principles and practices

  • Effective listening skills

  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures

  • Multi-tasking capabilities

  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.

  • Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.

  • Requires the ability to adhere to a structured work schedule and efficiently self-manage work time

  • Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner. Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps

  • Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions

  • Requires strong verbal, listening, and written communication skills.

Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Hourly
  • Atlanta, GA, USA
  • Dunwoody, GA, USA