Technical+Support+Representative - CDE+Services%2C+Inc

Technical Support Representative

The Technical Support Representative will handle support inquiries for CDE’s client base, supporting EBT, WIC and ECC and, if applicable, ISO and POS accounts. The Technical Support Representative will report to the Call Center Manager.

Company Background             

Since 1989, CDE Services has provided innovative Point of Sale (POS) support and processing solutions to electronic payment providers and their merchants. In 2014, the Company began to offer a quick and easy solution to small bodegas, grocery, and convenience stores for EBT/SNAP payment processing. CDE established itself as an industry leader early on by providing a high-quality service and simple implementation, combined with a flat monthly price. Understanding market challenges led us to focus on investing in new processes and technologies. CDE began providing an upgraded payment solution allowing our merchants the ability to accept additional/new payment technologies. CDE now processes more than 12 different payment methods in a single device. By investing in new proprietary payment applications and adding expert payment talent, we continue to improve our payment solutions for new emerging markets. CDE has positioned itself as a solid leader in the industry with significant growth opportunities. As a fast-growing technology company, we continuously push ourselves to develop and implement innovative payment processing and delivery solutions. We are looking for hard-working, team-oriented candidates interested in entering the exciting FinTech space who can thrive in our dynamic environment.

OPERATIONS DEPARTMENT – CONTACT CENTER DIVISION: INBOUND HELP DESK

Primary Duties and Responsibilities

• Resolve issues related to a customer’s account in a timely and customer focused manner to include questions regarding banking issues and/or changes, billing and fees.
• Handle incoming and outgoing calls and diagnose and resolve inquiries from clients experiencing hardware, software or networking issues with terminal device/POS system.
• Lead customers through problem-solving procedures to determine the source of the problems.
• Work with internal resources to identify and address software issues and recommend product bug fixes and enhancements where appropriate.
• Take ownership of all client issues throughout the process and maintain an excellent level of communication and attention to detail, ensuring client satisfaction.
• Place orders for new and replacement equipment as needed.
• As required, receive leads, notifications and alerts on the following:
  • Equipment Return Documents / Cancellations for EBT
• As appropriate, communicate regularly with merchants on account status.
• Log 100% of all client calls, inbound and outbound and client emails in the appropriate CRM/ticketing systems, updating client information as needed and maintaining a thorough audit trail of client communications and steps taken to address issues.
• Associate all calls with the appropriate case.
• Maintain awareness of service level targets to meet and exceed requirements.
• Maintain call quality survey scores.
• Meet production goals.
• Maintain established targets and standards for attendance, QA score, average handle time, after call surveys and productivity measures.
• Adhere to afterhours and weekend phone coverage guidelines, where applicable.
• Offer suggestions for training updates.
• Perform other duties as assigned.

Qualifications & Skills

• Comprehensive understanding of CDE’s goals and objectives.
• Strong customer service orientation with a courteous and professional attitude.
• Good analytical abilities and attention to detail. 
• Excellent written and verbal communication skills.
• Strong problem-solving skills: critical thinking- able to identify solutions that may not have been discovered yet.
• Ability to experiment, explore, and find creative ways to resolve problems.
• Ability to multitask as needed.
• Willing and able to cross-train in the Inbound Help Desk and Sales & Operations Support areas of the Contact Center.

Job Requirements      

• 1-2 years’ EBT and tech support experience. 
• Knowledge of all required internal systems/software: CRM, Deployment, EPPIC and Outlook for EBT, ECC, WIC and POSS systems.
• Knowledge of all required software for current Specialty Products plus any new product lines.
• Understanding of all hardware/equipment supported by CDE Services.
• Fluent in Spanish, preferred.
• Proficient in Microsoft Excel.
• Experience with telephony software.

Benefits           

Family-oriented and professional development environment offering:

• 100% Medical insurance coverage for employees
• Dental, Vision, Flexible Spending Accounts (FSA), and Health Savings Accounts (HSA)
• Life Insurance
• Long-Term and Short-Term Disability
• 401K
• Onsite gym with personal trainer on staff

Proposed Hours + Travel        

• 40 hours per week
• Full-time; Assigned shifts
• Must work at office site

Disclaimer        

The duties and responsibilities listed above are subject to change and may not reflect all tasks required.  You can expect that as CDE continues to grow and evolve due to changing market and regulatory demands, certain tasks may be re-distributed in an effort to concentrate skills.   Any change in duties and responsibilities will be discussed with you in advance.

CDE is an equal opportunity employer.