At Bluefin, we thrive in a dynamic and fast-paced environment where innovation and leadership are at the forefront of everything we do. Join us in revolutionizing data security within the integrated payments industry, as we protect over 35,000 companies across 59 countries with our cutting-edge encryption and tokenization technologies. Our collaborative culture empowers you to take initiative and make impactful contributions, while our commitment to professional growth ensures you have the tools and opportunities to excel. Embrace the challenge of working in a vibrant atmosphere that values agility and leadership, and be part of our mission to create secure, frictionless experiences for businesses and their customers. If you’re ready to drive change and make a difference, we invite you to embark on this exciting journey with us!
We are seeking a Client Support Representative to support Bluefin customers with payment gateways and merchant accounts by applying their knowledge of our products and services. This role reports to the Manager, Client Support.
- Answering inbound calls, emails, and online chats from customers with administrative issues, billing issues or general questions regarding service and documenting all transactions for quality and metrics reporting through the CRM application in Salesforce
- Navigating multiple credit card processing platforms and ecommerce gateway solutions to locate customer profiles, perform research and develop issue resolution quickly and accurately
- Troubleshooting, researching and resolving issues for our merchants on both internal and external POS (point-of-sale) systems
- Answering questions regarding payment gateways, pricing, funds settlement, and account updates
- Collecting required documentation for account changes and assigning to the appropriate department or entity as needed
- Serving as a liaison to third party payment vendors (e.g. Processor partners, PCI compliance program vendors etc)
- Proactively reaching out to customers to ensure questions and issues have been resolved
- Conducting quality control checks on new accounts
- Working with Sales to resolve administrative or service related issues
- Process device fulfillment orders for customers
- Manage all calls, emails and chats within the SLA set for the department
- Attend all meetings and trainings and review all training material to stay up to date on changes to program knowledge, systems, and processes
- Work independently with support from Lead Customer Service Representative, utilizing our knowledge base and real time communication tool SLACK
- Maintain a quiet, noise-free home office space that is free of distractions
- Adhering to all organizational and departmental SLAs
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- Must have and maintain high speed internet. Dial up/satellite internet is not an option
- Minimum of two (2) years of experience in banking, technical support, customer service or related fields
- Experience working in the credit card processing industry is strongly preferred
- Strong computer skills and ability to navigate within various systems; proficiency in MS Office (Excel/Word); Salesforce experience is a plus
- Proven ability to provide excellent customer service and client satisfaction via identifying underlying client requests and issues and adapting to client needs
- Strong analytical, decision making, problem identification, accountability, and resolution skills
- A strong work ethic with a sense of ownership of tasks and ability to reach resolution
- Ability to work independently to resolve issues, while contributing to a team environment
- Ability to adapt communication skills to audience – customer, service, technical, vendor, etc.
- Ability to multi-task within a fast-paced environment and act with a strong sense of urgency
Bluefin provides equal employment opportunities to all employees and applicants without regard to race, color, religious creed, sex, national origin, ancestry, citizenship or immigration status, pregnancy, physical disability, mental disability, age, military or veteran status, marital status, registered domestic partner status, gender, gender identity or expression, sex stereotyping, medical condition, genetic information, sexual orientation, or any other status protected by applicable federal, state, or local laws.
