Convera · 13 hours ago
Customer Support Associate
Santa Ana
Full-time
Hybrid
New Grad, Entry LevelConvera is the largest non-bank B2B cross-border payments company in the world. The Customer Support Associate is responsible for providing internal support to the sales and operations group, acting as a liaison to clients, and managing client transactions and support queries.
Telecom & CommunicationsPaymentsSoftwareInternet
Responsibilities
Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards
Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client
Provide transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader
Update cases and clients regularly, in accordance with agreed SLAs
Act as conduit (Bridge) between Sales, Client and Operations
Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to
Offer support and advice to internal and external clients, responding to queries within agreed SLA
Deliver professionally constructed and factual email communications within agreed SLAs
Qualification
Required
Experience of a busy team in a client-facing function within the financial services sector
A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
Ability to lead by example and deliver service excellence to customers
Maintain and exceed targets and meet tight deadlines
Able to identify own development areas and training needs
Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
Highly driven, with strong desire to succeed
Analytical capacity and innovative problem-solving skills
High degree of professionalism, with a confident, assertive style
Team player
Effective time management skills
Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet
Being proactive and responsible for client queries
Actively take part in telephone training & apply appropriate feedback
Maintain and develop best practice as well as sharing best practice across the teams
Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer
Adhere to compliance and regulatory requirements
Achieve 95% or above on QA for customer contacts
Build knowledge of the relevant payment platform to enable comprehensive response to queries
Ability to identify and implement ways of improving efficiency
Knowledge of the Convera products, payment flows, services and end to end operational processes (Middle and Back Office)
Skills in managing issue escalation and resolution activities to ensure a consistently responsive service to Clients
Communication, listening and influencing skills with a professional and confident style
Ability to engage and motivate others to deliver service excellence to Clients
High degree of self-motivation
Ability to meet deadlines/sense of urgency
Strong team player
Networking skills to build internal/external relationships
Benefits
Market competitive salary.
Great career growth and development opportunities in a global organization.
A flexible approach to work and a hybrid schedule with 2 days in office.
Generous insurance (health, disability, life).
Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
Paid volunteering opportunities (5 days per year).
Company
Convera
Convera is a global leader in commercial payments.
Founded in 2000
1001-5000 employees
H1B Sponsorship
Convera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (10)
2023 (15)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$20MKey Investors
Mayfield Fund
2006-01-01Acquired
2001-10-01Series C· $20M
Leadership Team
Patrick Gauthier
Group CEO, Chairman of the Board Convera USA, Convera Europe Financial S.A.
Meaghan Riley
Chief Commercial Officer
Recent News
2025-09-17
MarketScreener
2025-03-21
2023-07-13
Company data provided by crunchbase