Support Agent - Heartland Payment Systems : Job Details

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

Support Specialist - US Call center - Job description

Company Descrip/on

Como is the pioneer of Data Driven Customer Engagement & Loyalty Solu9ons.

Como helps F&B and Retail businesses increase their revenue and build strong rela9onships with their clients, know them beDer and keep them coming back. Como's turnkey all-in-one SaaS plaGorm is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level ac9onable data, advanced loyalty and promo9on engine, sophis9cated marke9ng automa9on, omni-channel communica9on, auto-generated AI campaigns, customized and branded mobile app and much more.

We are looking for an organized, analy9cal and empathe9c Support Specialist with great technical, rela9onal, and communica9onal skills to assist our clients with technical problems when using our products and services. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer support experience and respond to customer queries promptly and effec9vely.

Support Specialist Responsibili/es:

* Provide help and support to customers via phone, email, or chat. This includes answering ques9ons, troubleshoo9ng issues, and providing step-by-step solu9ons.

* Maintain a deep understanding of the SaaS plaGorm, including features, func9onali9es, and updates. Guide and train customers on how to use the product effec9vely.

* Gather and report customer feedback to help improve the product and support processes. Escalate complex or unresolved issues to higher-level support or development teams as necessary. Follow up with customers to ensure their issues are fully resolved and they are sa9sfied with the support received.

* Contribute to the development and improvement of support processes and documenta9on. Work closely with other teams, such as Customer Success, Product Development, and Sales, to ensure a seamless customer experience.

Support Specialist Requirements:

* BS degree in Informa9on Technology, Computer Science or equivalent

* 1-3 years of experience as a technical Support Specialist or similar CS role ideally in a soYware as a service (SaaS) or cloud applica9ons environment

* Knowledge of opera9ng systems, web services, and API Ideally tools such as Postman, Kibana or similar). Ability to troubleshoot complex soYware issues.

* Excellent problem-solving skills and mul9-tasking abili9es

* Strong soY skills and communica9on skills

* Detail-oriented, analy9cal, and crea9ve thinker

* Proficiency in English, with strong wriDen and verbal communica9on skills

* Ability to work with cu]ng-edge technology and assimilate informa9on rapidly

Great Advantage:

* Basic coding abili9es

* Mul9-tasking, self-learning, highly mo9vated and a team player

* Reliable, organized, detail-oriented, independent, and self-mo9vated

* A can-do a]tude

* Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solu9ons

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.