Customer Care Associate

Paya is a leading provider of integrated payment and frictionless commerce solutions that help customers accept and make payments, expedite receipt of money, and increase operating efficiencies. The company processes over $30 billion of annual payment volume across credit/debit card, ACH, and check, making it a top 20 provider of payment processing in the US and #6 overall in e-Commerce. Paya serves more than 100,000 customers through over 1,000 key distribution partners focused on targeted, high growth verticals such as healthcare, education, non-profit, government, utilities, manufacturing, and other B2B end markets. The business has built its foundation on offering robust integrations into front-end CRM and back-end accounting systems to enhance customer experience and workflow. Paya is headquartered in Atlanta, GA, with offices in Reston, VA, Fort Walton Beach, FL, Dayton, OH, and Mt. Vernon, OH. For more information about Paya, visit www.paya.com or follow us on Twitter: PayaHQ and LinkedIn: Paya.

Job Summary:

This position is responsible for enhancing each customer’s relationship with Paya. This objective will be primarily accomplished by providing assistance for customers with escalated or more complex questions or issues regarding Paya's products or services and their application in the customer’s business operating environment. Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional Paya products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based project work. Provides mentoring and training to less experienced staff.

Responsibilities:

• Provides exceptional customer experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.
• Independently identifies the root cause of the client’s hardware, software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues.
• Listens for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others.
• Diagnose and resolve technical hardware and software issues.
• Uses Knowledge Base methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers.
• Escalate unresolved customer issues with all pertinent information included, to appropriate resources (including Team Supervisor if warranted).
• Follow up and make scheduled call backs to customers where necessary
• Documents each customer interaction using our case tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources
• Works collaboratively and effectively within a team of peers. Models a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
• Stays current on technical and business knowledge in all assigned applications. Seeks out opportunities to educate or share knowledge with team members. Acts as a positive change agent for roll out and alignment of support processes and procedures
• Actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.
• Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress.
• Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization
• Provide technical support for existing Gateway and Virtual Terminal merchants for bankcard, virtual check, shopping cart, Donate Now, SEVT, VT3, integrated payment applications and other related products.
• Provide technical support for Paya Mobile Payments (registration issues, basic troubleshooting, and assistance with general questions with the phone application and website).
• Colleague will be monitored and evaluated against a set of established performance metrics. These include Average Handle Time, Available Time (availability to customers), Customer Satisfaction, and use of knowledgebase tools, among others.
• Make account changes for merchants, sales reps and various internal departments.
• Attend all department and company meetings to stay up to date with the latest changes and releases.
• Provide technical assistance with custom software/website integrations to the Paya gateway via HTTPS Post, XML Web Services, SEP, and Paya Exchange Integrations.
• Initiates paperwork related to the various fees assessed to customers regarding, cancellations, equipment orders, training, shipping, or other additional charges.
• Assists with incoming requests to add services, add T&E card types, set up Debit and EBT, close accounts, DBA, name and address changes in front end files.

Qualifications and Requirements:

• Minimum 3 years applicable customer support or payments experience required
• Excellent communication skills required
• Detail oriented, ability to multi-task and prioritize
• Excellent interpersonal, organizational, problem solving, and critical thinking skills
• Basic HTML and website development preferred
• Ability to work flexible hours Monday through Friday and possibly weekends

Education Requirements:

• High school diploma/GED required

Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.