Client Support Specialist
Description
The Assisted Support team is responsible for clarifying, solving and escalating customer (merchant) and end-user queries or problems. We are responsible for supporting the internal, external, and third-party customers we use for processing.
The primary responsibility of the Client Support Specialist is to troubleshoot, escalate, and resolve client and customer questions or issues. You will be responsible for supporting existing clients, end users of our clients, and third parties we use for processing.
Responsibilities
- Supporting customers across channel types - email, chat/messaging, and phone (video in the future).
- Using a systematic approach to isolating, understanding, and solving complex problems.
- Helping our customers maximize the benefits of using Trustly products & services.
- Deliver end-to-end support with a 'customer-obsessed' mindset, ensuring every interaction meets rigorous quality standards while maintaining a human, personalized touch.
- Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc)
- Answering questions related to financial and payment transactions which include payment status, payment declines, transaction inquiries, and collections inquiries and will change as the business evolves
Requirements
- Experience in a customer support or operations role.
- Empathy, passion, and obsession for helping customers.
- Strong written and verbal skills, with experience supporting customers on email/chat as well as on the phone.
- Excellent English skills (written and verbal).
- iOS or Android experience
- Previous knowledge of Salesforce Service/CRM
Benefits
- Flexible paid time off & generous PTO accrual plans
- Comprehensive medical, dental, vision, and other insurances
- Home office set-up allowance
- Internet stipend
- Retirement plan match for 401k and RRSP
- Gender-neutral paid parental leave, and more!
