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Paysafe · 2 days ago

Implementations Specialist

Jacksonville, FL

Full-time

Hybrid

Entry Level

2+ years exp

Paysafe is a leading payments platform that enables businesses and consumers to connect and transact seamlessly. The Customer Implementation Specialist is responsible for assisting new customers with the setup and activation of their payment acceptance solutions, requiring strong communication skills and attention to detail.

Financial ServicesFinTechMobile PaymentsRisk Management

Responsibilities

Service inbound and outbound calls, according to prioritization, for new customers to assist them with the set-up and activation of their payment acceptance solution

Engage with customers and ensure that they are supported throughout the activation process using clear, supportive communication and following-up when necessary

Schedule appointments with clients, based on their availability; mindful of pre-set appointments and achievement of 100% on-time engagement

Demonstrate a deep understanding and broad knowledge of customer relationship management systems, online portals, and merchant pricing

Collaborate with various internal departments to resolve customers’ inquiries and identify, investigate, and escalate issues as required

Monitor work queues and ensure all items are actioned within established service level agreements (SLA)

Research and follow-up on any missing/non-delivered hardware

Maintain knowledge and understanding of various POS system’s including functionality and troubleshooting through continued research and education

Provide superior customer service and retain merchants by building positive experiences by anticipating customer needs, suggesting alternatives, and resolving customer issues in a timely manner

Maintain a positive, empathetic, and professional attitude toward customers always

Receptive to coaching/counseling and provided feedback with a positive attitude

Initiate and/or take part in department improvements and assist with other projects as directed by management

Qualification

Payment processing experienceData entry proficiencyCustomer service experienceMicrosoft OfficeAnalytical skillsCommunicationTime managementProblem-solving skillsTeamworkAttention to detail

Required

High school degree or GED required; Bachelors preferred

2+ years' experience working in a professional office setting

Payment processing industry experience, preferred

Passion for doing the right thing and upholding integrity and values

Excellent time management and follow up skills

Excellent listening, oral, written, and interpersonal communication skills

Ability to keep customer and company information confidential

Demonstrated ability to work well in a team environment

Fast learner, professional, ability to stay focused on assigned tasks

High school diploma or equivalent required

1-year payments or adjacent industry experience preferred

1+ year call center or helpdesk experience required

Proficiency in data entry skills, with 90% accuracy and a minimum of 60 WPM

Proficiency in basic math skills required

Experience with data entry, Microsoft Office, and other data programs

Excellent knowledge of correct spelling, grammar, and punctuation

Strong analytical skills required

Active Listening: providing full attention to our merchants, demonstrating our ability to understand and solve problems quickly and efficiently while showing compassion and care

Experienced customer service presence

Strong initiative and dedication to high quality support

Effective and organized time management skills

High quality multi-tasking skills with superb attention to details

Excellent written and verbal communication skills with all levels of colleagues, clients, vendors etc

Strong, proactive problem-solving skills and ability to reason with little or no guidance

Self-motivated with excellent judgement and decision-making skills while utilizing reason

Understanding basic computer skills with the ability and willingness for ongoing merchant services/leadership knowledge

Ability to work in a high stress atmosphere with a fast-paced environment