425 Call Center Agent jobs in Mount Dora
Customer Support Specialist
32885 Orlando, Florida
Stax Connect
Posted 14 days ago
Job Viewed
Job Description
Job Type
Full-time
Description
As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers' payment processing infrastructure, which may include third-party systems in addition to Stax systems.
Key Responsibilities & Objectives
- Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
- Maintain an average call handle time of 20 minutes
- Handle calls related but not limited to:
- Login Help
- Basic Transaction Research
- Basic Deposit Research
- General Inquiries
- Basic StaxPay How To's/Walk Throughs
- Billing Tickets (Fee Opt Outs)
- StaxPay Troubleshooting
- Basic Terminal Troubleshooting
- Maintain KPIs as set forth by support leaders
- Responding to customer support requests in a timely manner
- Diagnose/troubleshoot basic technical issues across hardware and software platforms
- Identify workarounds and resolutions to basic technical issues
- Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax's control
- Identifying hardware and software solutions
- Maintain high data hygiene on your work in all internal systems
- Provide feedback to help identify trends and potential process improvements or customer experience improvements
- Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
- May be assigned weekend and evening shifts
- Other duties as assigned
- 2+ years working with customers
- Excellent communication skills, to work within team and customer relations
- Strong customer empathy and the ability to de escalate in emotional situations
- Technical or financial support experience
- Excellent phone etiquette
- Ability to work under pressure in fast-paced environment and prioritize workload
- Comfortable with standard business software (Microsoft Office, Google, etc)
- Solution oriented with the ability to think strategically and creatively in decision making
- Strong work ethic
- Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
- Strong attention to detail
- Bilingual - Fluent in English and Spanish a plus
View Now
0
Customer Support Lead
32801 Oakland, Florida
$70000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a leading provider of innovative SaaS solutions, is seeking an experienced and empathetic Customer Support Lead to manage and elevate their remote customer service operations. This critical role will oversee a team of support specialists, ensuring the delivery of exceptional assistance to our global clientele. You will be responsible for developing and implementing best practices in customer support, including response times, issue resolution protocols, and customer satisfaction metrics. Key responsibilities include leading, training, and mentoring the customer support team, conducting performance reviews, and fostering a positive and productive remote work environment. You will act as a point of escalation for complex customer issues, requiring strong problem-solving skills and the ability to de-escalate challenging situations. This role involves analyzing customer feedback and support data to identify trends, recurring issues, and opportunities for product or service improvement. You will collaborate with product and engineering teams to communicate customer needs and advocate for enhancements. Proficiency with customer support platforms (e.g., Zendesk, Intercom), CRM systems, and remote team management tools is essential. The ideal candidate will possess exceptional communication skills, a deep understanding of customer service principles, and a proven ability to lead and motivate a remote team. A passion for providing outstanding customer experiences and a proactive approach to problem-solving are highly valued. This is a fantastic opportunity to join a growing tech company that prioritizes employee well-being and professional development in a fully remote setting, offering a competitive salary and comprehensive benefits.
Apply Now
1
Customer Support Lead
32801 Oakland, Florida
$52000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a dynamic technology company, is seeking an experienced and highly motivated Customer Support Lead to manage their remote customer service operations. This is a critical role for ensuring exceptional customer satisfaction by guiding a team of support representatives, resolving complex customer issues, and optimizing support processes. You will be instrumental in setting the tone for customer interactions, fostering a culture of service excellence, and driving continuous improvement within the support department. This role requires strong leadership, excellent problem-solving skills, and a deep understanding of customer service best practices, all managed within a fully remote framework.
Key responsibilities include leading, coaching, and mentoring a team of customer support representatives, conducting regular performance reviews, and providing feedback for development. You will be responsible for handling escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions. Developing and implementing customer support policies, procedures, and guidelines to improve efficiency and effectiveness will be a core duty. Analyzing customer feedback and support metrics to identify trends, root causes of issues, and opportunities for improvement is essential. You will also be involved in creating and maintaining a comprehensive knowledge base, ensuring support staff have the resources needed to assist customers effectively. Collaborating with other departments, such as product development and sales, to communicate customer insights and advocate for customer needs is important. Training new support staff on products, services, and support procedures will also be required. The ideal candidate will possess exceptional communication and interpersonal skills, a patient and empathetic approach to customer service, and a proven ability to manage and motivate a remote team. Experience with CRM software and customer support ticketing systems is essential. Join our client and play a key role in shaping positive customer experiences.
Qualifications:
Key responsibilities include leading, coaching, and mentoring a team of customer support representatives, conducting regular performance reviews, and providing feedback for development. You will be responsible for handling escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions. Developing and implementing customer support policies, procedures, and guidelines to improve efficiency and effectiveness will be a core duty. Analyzing customer feedback and support metrics to identify trends, root causes of issues, and opportunities for improvement is essential. You will also be involved in creating and maintaining a comprehensive knowledge base, ensuring support staff have the resources needed to assist customers effectively. Collaborating with other departments, such as product development and sales, to communicate customer insights and advocate for customer needs is important. Training new support staff on products, services, and support procedures will also be required. The ideal candidate will possess exceptional communication and interpersonal skills, a patient and empathetic approach to customer service, and a proven ability to manage and motivate a remote team. Experience with CRM software and customer support ticketing systems is essential. Join our client and play a key role in shaping positive customer experiences.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer service or support roles, with at least 2 years in a supervisory or lead capacity.
- Proven experience managing and motivating a remote customer support team.
- Strong understanding of customer service principles and best practices.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Exceptional verbal and written communication skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Strong analytical skills to interpret customer feedback and support data.
- Dedication to providing outstanding customer experiences.
Apply Now
2
Customer Support Specialist
32830 Oakland, Florida
$45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing e-commerce platform, is seeking a proactive and empathetic Customer Support Specialist to manage inquiries and provide exceptional assistance to their user base. This fully remote position requires a deep understanding of customer service best practices and a passion for helping others. You will be the first point of contact for customers experiencing issues with orders, account management, product inquiries, and technical difficulties. Responsibilities include responding to customer inquiries via phone, email, and live chat in a timely and professional manner, troubleshooting common problems, and escalating complex issues to appropriate departments. Maintaining accurate customer records, documenting all interactions, and identifying trends in customer feedback to suggest service improvements are key aspects of this role. The ideal candidate will be highly organized, possess excellent communication skills, and have a natural ability to empathize with and de-escalate customer concerns. Experience with CRM software and helpdesk ticketing systems is a significant advantage. You must be comfortable working independently, managing your time effectively, and maintaining a high level of productivity in a remote environment. A dedicated home office setup with reliable internet connectivity is required. We are looking for individuals who are patient, solution-oriented, and dedicated to providing a positive customer experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries through various channels (phone, email, chat).
- Provide accurate information about products, services, and policies.
- Troubleshoot and resolve customer issues efficiently and effectively.
- Escalate unresolved issues to senior support staff or relevant departments.
- Maintain detailed records of customer interactions and transactions.
- Identify and communicate customer feedback and recurring issues to management.
- Contribute to the development of FAQs and support documentation.
- Process returns, exchanges, and refunds as per company policy.
- High school diploma or equivalent; some college coursework preferred.
- 1-2 years of experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Proficiency in using computer systems and various software applications.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask and manage time effectively in a remote setting.
- Customer-centric mindset and a passion for providing excellent service.
Apply Now
3
Customer Support Specialist
32801 Oakland, Florida
$45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a growing tech company, is looking for a highly responsive and customer-focused Customer Support Specialist to join their dedicated team, supporting clients remotely but based within the Orlando, Florida, US area. This role is essential for providing exceptional technical and non-technical assistance to our users, resolving inquiries efficiently, and ensuring a positive customer experience.
Key responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner. You will troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary. This role involves guiding customers through product features, setup, and troubleshooting steps. Maintaining accurate and detailed records of customer interactions, issues, and resolutions in our CRM system is crucial. You will also contribute to the creation and maintenance of knowledge base articles and FAQs to empower customers and internal teams. Identifying recurring issues and providing feedback to product development and quality assurance teams to improve the customer experience will be a key aspect of this position.
The ideal candidate will possess a High School Diploma or equivalent, with a minimum of 2 years of experience in customer service, technical support, or a helpdesk environment. Excellent communication and interpersonal skills are essential, with the ability to explain technical concepts clearly and concisely. Strong problem-solving skills and a patient, empathetic approach to customer interactions are required. Proficiency with CRM software and helpdesk ticketing systems is a plus. The ability to work independently, manage multiple tasks, and maintain a positive attitude in a fast-paced environment is important. Familiarity with our client's product or industry is beneficial. If you are passionate about helping people and thrive in a supportive, remote-friendly environment, we encourage you to apply.
Key responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner. You will troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary. This role involves guiding customers through product features, setup, and troubleshooting steps. Maintaining accurate and detailed records of customer interactions, issues, and resolutions in our CRM system is crucial. You will also contribute to the creation and maintenance of knowledge base articles and FAQs to empower customers and internal teams. Identifying recurring issues and providing feedback to product development and quality assurance teams to improve the customer experience will be a key aspect of this position.
The ideal candidate will possess a High School Diploma or equivalent, with a minimum of 2 years of experience in customer service, technical support, or a helpdesk environment. Excellent communication and interpersonal skills are essential, with the ability to explain technical concepts clearly and concisely. Strong problem-solving skills and a patient, empathetic approach to customer interactions are required. Proficiency with CRM software and helpdesk ticketing systems is a plus. The ability to work independently, manage multiple tasks, and maintain a positive attitude in a fast-paced environment is important. Familiarity with our client's product or industry is beneficial. If you are passionate about helping people and thrive in a supportive, remote-friendly environment, we encourage you to apply.
Apply Now
Be The First To Know
About the latest Call center agent Jobs in Mount Dora !
4