625 Customer Support jobs in Orlando

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

Healthcare Customer Support Agent- Must live in the State of Florida Location: Must be a resident of FL - 100% Remote Pay Rate: $19/hr Schedule: Full-time, Monday - Friday (no weekends) Overview We are hiring Healthcare Customer Support Agents to joi Healthcare, Support, Agent, Health, Customer, Pharmacy, Staffing

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues, ensuring timely and effective resolution.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Mentor and train junior customer support representatives.
• Identify trends in customer inquiries and provide feedback to product and development teams.
• Contribute to the development and implementation of new support strategies and tools.
• Handle customer escalations and ensure customer satisfaction.
• Collaborate with other departments to resolve customer issues.
• Participate in team meetings and training sessions.

• Minimum of 3-5 years of experience in a customer support or technical support role.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency with CRM software and support ticketing systems.
• Ability to work independently and as part of a team.
• Experience in mentoring or leading a small team is a plus.
• Familiarity with (specific industry relevant tools, e.g., Zendesk, Salesforce Service Cloud) preferred.
• Associate's or Bachelor's degree in a related field or equivalent work experience.