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Technical Customer Support Advisor

Atlanta, GA, USA Req #92
Thursday, August 22, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster and increase efficiency.  Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow and beyond. With more than 100,000 clients and two decades’ delivering smart, easily integrated business solutions, Paya has a proud and proven track record.

We are all about growth and success for our partners and their customers.
Responsible for enhancing each customer’s relationship with Paya.

Provide quality service and professional support for customers with advanced technical issues regarding Paya's products or services through various channels (telephone, email, chat, etc.).  Respond to inquiries from clients; understand their technical questions, assess their needs, and suggest or promote solutions that may include alternative products or services. Propose new solutions for customer’s problems and follow-up on the status of outstanding issues. Use databases to maintain up-to-date documentation. Engage in team-based project work and provide mentoring and training to less experienced staff.   

Essential Functions:
Essential Duty 1: Provide exceptional customer service  

Percent of Time: 50% 

Details: Provides exceptional customer experience by addressing advanced or escalated issues using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals. Listens for customer trends and takes appropriate action to resolve their issue. Perform extensive research to resolve the most complex Customer issues. Serve as an escalation point for internal and external customers on advanced technical issues. Uses Knowledge Base methodologies to efficiently resolve issues and creates and modifies reusable solutions according to established procedures and policies. Escalates unresolved customer issues with all pertinent information included to appropriate resources. Follows-up and makes scheduled call backs to customers where necessary. Documents each customer interaction using our case tracking system in a clear, concise, and understandable format.   Participate in the continued technical training of the team. Communicate any training gaps and working with leadership to fill them.    

 

Essential Duty 2: Team Collaboration  

Percent of Time: 25% 

Details: 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. Acts as a positive change agent for roll out and alignment of support processes and procedures.   

 

Essential Duty 3: Growth and Development   

Percent of Time: 25% 

Details: Stays current on all Paya products and services and seeks out opportunities to educate or share knowledge with team members. Attends all department and company meetings to stay up to date with the latest changes and releases.  

 
Autonomy:
Works under direct supervision; uses little discretion; typically follows prescribed instructions, manuals or procedures; expected to seek guidance in unexpected or complex situations. Will not supervise employees.

Qualifications:
High school diploma or GED.
Minimum two years’ experience in a technical customer-facing role.   
Ability to communicate clearly and professionally, both verbally and in writing.
Active listening skills. Ability to handle complaints and unpleasant customers.
Has a pleasant, patient and friendly attitude.
Possesses a strong work ethic and team player mentality.
Ability to work flexible hours Monday – Friday and possibly weekends   
  
 
 

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. 

 
 

 
 

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
  • Required Education High School
  • Atlanta, GA, USA