What are the responsibilities and job description for the Client Support Specialist position at Equifax?
Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
The Client Support Specialist (CSS) is responsible for the timely and accurate completion of account maintenance items for all clients, and management of any assigned internal tasks/tickets. They also will assist the Client Support Advocate in managing the inquiries and requests from all non-dedicated clients that come in through the Midigator chat feature, as well as monitor internal chats across departments to assist with daily tasks.
Who is Midigator?
Midigator provides a more effective and efficient approach: intelligent chargeback technology. With intuitive features that remove complexities and flexible automation that reduces costs, clients recover more revenue and prevent more chargebacks.
What you'll do
* Account maintenance Items for all Live clients:
* Quality assurance of CRM data after Client is Live
* Manage updates to client's Midigator account and services
* Manage quality assurance of (but not limited to) terminated and/or paused Merchant IDs/Client Accounts
* Adding users in Midigator
* Manage Client Pauses/Closures and Unpausing/Reopening in Midigator platform and CRM
* Client Password Management
* Update the portal passwords and Merchant IDs active/inactive status in Midigator
* Responsible for TSYS Merchant ID review and approval process
* Assist Client Support Advocate with managing inquiries and requests from all non-dedicated clients that come in through the Midigator chat feature as needed
* Assist the Client Success Managers as time permits
* Educate clients on how to adopt and engage within the platform
* Communicate client feature requests or enhancements to Product Owner
* Troubleshoot technical issues with clients and submit and follow through on Jira tickets
* Acquire a detailed understanding of all required documentation and broad knowledge of account maintenance policy and procedures, keeping informed and able to adapt to any change in guidelines and policy
* Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Midigator leadership team
* Up-sell and cross sell features and services
* Manage client communication efforts on projects or service enhancements
* Travel may be required once or twice per year
What experience you need
* 1-2 years of experience in a Customer Success, or other Client-Facing role
* Bachelor's degree, or the equivalent years of industry experience
* Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
* Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
* Exhibits confidence and is calm under pressure
* Ability to troubleshoot and solve business and basic technical problems
* Ability to effectively manage daily client communications, including escalations and problem management situations
* Must be able to work autonomously and collaborate as part of a team
What could set you apart
* Background in payment processing Industry
* Demonstrated knowledge of card brand rules and regulations ( Visa, Mastercard)
* Awareness of industry's latest trends (Chargebacks, Fraud Prevention)
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
The Client Support Specialist (CSS) is responsible for the timely and accurate completion of account maintenance items for all clients, and management of any assigned internal tasks/tickets. They also will assist the Client Support Advocate in managing the inquiries and requests from all non-dedicated clients that come in through the Midigator chat feature, as well as monitor internal chats across departments to assist with daily tasks.
Who is Midigator?
Midigator provides a more effective and efficient approach: intelligent chargeback technology. With intuitive features that remove complexities and flexible automation that reduces costs, clients recover more revenue and prevent more chargebacks.
What you'll do
* Account maintenance Items for all Live clients:
* Quality assurance of CRM data after Client is Live
* Manage updates to client's Midigator account and services
* Manage quality assurance of (but not limited to) terminated and/or paused Merchant IDs/Client Accounts
* Adding users in Midigator
* Manage Client Pauses/Closures and Unpausing/Reopening in Midigator platform and CRM
* Client Password Management
* Update the portal passwords and Merchant IDs active/inactive status in Midigator
* Responsible for TSYS Merchant ID review and approval process
* Assist Client Support Advocate with managing inquiries and requests from all non-dedicated clients that come in through the Midigator chat feature as needed
* Assist the Client Success Managers as time permits
* Educate clients on how to adopt and engage within the platform
* Communicate client feature requests or enhancements to Product Owner
* Troubleshoot technical issues with clients and submit and follow through on Jira tickets
* Acquire a detailed understanding of all required documentation and broad knowledge of account maintenance policy and procedures, keeping informed and able to adapt to any change in guidelines and policy
* Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Midigator leadership team
* Up-sell and cross sell features and services
* Manage client communication efforts on projects or service enhancements
* Travel may be required once or twice per year
What experience you need
* 1-2 years of experience in a Customer Success, or other Client-Facing role
* Bachelor's degree, or the equivalent years of industry experience
* Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
* Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
* Exhibits confidence and is calm under pressure
* Ability to troubleshoot and solve business and basic technical problems
* Ability to effectively manage daily client communications, including escalations and problem management situations
* Must be able to work autonomously and collaborate as part of a team
What could set you apart
* Background in payment processing Industry
* Demonstrated knowledge of card brand rules and regulations ( Visa, Mastercard)
* Awareness of industry's latest trends (Chargebacks, Fraud Prevention)
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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