Customer Service Representative II in at SupportNinja

Work Setup: Remote

Equipment: (BYOD) Bring-Your-Own-Device

Schedule: 9AM-5PM EST M-F, shifting schedule every quarterly

Start Date: ASAP

We are looking for a friendly, detail-oriented, and reliable Customer Support Representative to join our team. In this role, you will assist customers and merchants with payment-related inquiries, troubleshoot issues, and ensure a positive customer experience.

What does a day in the life of a Customer Service Representative look like?

• Respond to customer and merchant inquiries via our Jira support ticketing system in a timely and professional manner. Escalate technical-related requests to our technical team, and other customer success inquiries to our Account Management team.

• Assist with payment-related questions, including credit card transactions, EFT/PAD payments, refunds, and declined transactions.

• Investigate transaction issues and coordinate with internal teams to resolve them.

• Monitor and manage support tickets, ensuring timely follow-ups and resolutions.

• Escalate complex technical or payment issues when necessary

• Deliver friendly, professional, and efficient customer service..

• Maintain accurate records of customer interactions and resolutions.

What are the required qualifications of a Customer Service Representative?

• 2 years of previous customer service experience, preferably in a call center environment
• Strong communication skills, both verbal and written
• Knowledge and experience with a CRM preferred
• Proficient in using computers and various software applications

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

If you are interested, you can access your instant interview here: https://alpharun.com/i/QWZzBCidwcyXMPTAVdf_K

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.