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Customer Interfacing Tech Support


chicago, Illinois


Customer Interfacing Tech Support Job Opening in chicago, Illinois - Customer Interfacing Tech Support Here's where you come in... We're looking for an exceptional support person that can thrill our customers with promptness, thoroughness, and accuracy. The role includes educating businesses about the nuances of payment processing, making account changes, handling escalated issues, working with our banking partners, managing an internal knowledge base, helping customers integrate with our API and everything else that comes up. This role is not about reading scripts and canned responses nor is it comprised solely of technical tasks. Had you been with us last month, this is what you would have... - Fielded support calls from technical and business users about account functionality - Assisted customers as they integrated with our API - Trained some new customers (only a few need it) on our software's functionality - Researched a new knowledge base tool because our current wiki is not cutting it - Performed transaction analysis to help merchants improve their approval ratios and help them make more money - Updated customer account information including address, banking details, etc. - Set up new prospective customers in our sandbox - Billed and credited accounts - Continuously learned about the industry in an effort to become an expert - Proactively looked for ways to improve our internal processes - Participated in a support retrospective where all functions of the group are reviewed and improvement action items are created - Engaged in software development discussions to create new internal systems - Received requests for computer technical assistance and problem resolution and collect detailed information to categorize request in order to determine method of resolution and after having done all of these things and more, you would have. . . - Fit right in with everyone else who is working to thrill our customers and each other internally - Been schooled in foosball and watched Patrick on the catwalk during the Hacker Makeover - Been proud to be part of a company that is devoted to personal and team excellence Please DO NOT apply if... - You'd feel like a fish out of water without a well defined traditional corporate structure - You'd consider taking out the trash as being below you - You're accustomed to using the phrase "it's not part of my job description" Please DO apply if... - You have the desired experience (this is not a learn on the job position) - You're a doer - not a manager, a coordinator, or an idea person - but someone who loves to get stuff done, and done well - You are a "go to" person because you're reliable, creative, resourceful, a good decision maker, and generally one of the most capable people your peers know - You're accustomed to a small company environment including wearing many hats and managing way too many things at any given time - You're articulate, persuasive, and tech savvy (this does not mean familiarity with Microsoft Office) - Your friends and former employers would gush about you and your awesomeness We have unusually high expectations of our people. What we value in each other... Self management: both hands are firmly gripped on the steering wheel Ownership: I've got it, you don't need to think about it Initiative: it's not going to happen unless I do it Virtue: honesty, good deeds, kindness, and appreciation Problem Solving: nothing that can't be solved and improved Team work: we before I If you would, please follow the instructions below when submitting your resume to hr@ - Please include "Role/Title (your name)" in the subject header - What attracted you to this position? - Why are you looking to change jobs? If unemployed, please describe why. - What are your long term goals? - What is your current or most recent compensation package? - Copy and paste the characteristics we value and provide an example of how you've exemplified this in a previous role. And... If you were stranded on a deserted island, what three things would you bring with you and why? What we do. . . We're a payment processing company that was founded in 2007. We help online businesses process credit card payments by providing a merchant account, payment gateway, recurring billing and credit card storage. We're unlike others in the industry; we think and do things differently and are frequently told by our customers that we're a breath of fresh air. We work with some of the fastest growing, most promising and well respected technology companies in the U.S., which is quite fulfilling. We've worked unbelievably hard to serve our customers and it's paid off. Our goals... To become the undisputed, #1 recommended payment gateway provider by software developers. To be recognized by our customers as the best payments provider in the industry. To create a work environment and culture so rewarding that we become a magnet for the most talented people.
 A few things about us. . . Our team is now 32 strong. We're bootstrapped, profitable and have grown faster than we ever expected. In fact, we've been growing so fast lately that we're treading water and need more excellent people now! 

Our appealing work environment includes highly competent co-workers, competitive pay, engaging work, casual dress, flexible schedule, full health, vision and dental benefits, and 401k with employer match. We have a dart board, foosball table, and bags (corn hole) in the office. We work very hard and have a lot of fun. We thrive on doing things better, more efficiently, and smarter. We are a flat organization. We don't have an employee hierarchy or official job titles (you choose your own). We don't have a vacation policy; we trust people to get their work done and maintain a proper work life balance. We're not looking for people who want to move into management because we don't have it. We will reply to your application, no matter what. chicago il illinois

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