Customer Service, Sr Associate - GiveX

Role & Responsibilities

• Our Customer Services team works in a 24/7 operation environment; main duties is to respond to incoming telephone calls, ticket support and live chat from our Shift4 Gift Card client base. This includes answering questions, timely problem resolution and coordinating follow up action steps pertaining to different support areas:
• B2C: Post-sale support; Orders Status, Gift Card usage
• B2B: Setting up Terminal and Point of Sale of Gift Card processing, troubleshooting systems, transaction reports and being the front line of support of any Gift Card Services/ product inquiries/issues
• Systems and monitoring tasks of Givex's databases.
• Document and provide knowledge transfer (e.g. figure out how a new piece of hardware/software works)
• Cross-Team escalations
• Required Knowledge, Skills & Abilities
• Call center experience and proven technical support experience is an asset
• Experienced at troubleshooting; analytical and problem solving skills
• Multi-tasker who can work to deadlines, attention to details and time management skills
• Excellent telephone communication etiquette and writing skills
• Interested in technology
• Passion for “support type” work
• Willingness to learn, take on new responsibilities and develop a career at Givex
• Experienced in word processing and other MS Office products (Word, Excel, Outlook)
• Basic knowledge of networking
• Documentation and reporting skills
• Multilingualism is an asset (French, Spanish, Portuguese)
• We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.