The kind of person we’re looking for:

The Customer Success Support Specialist's primary responsibility is to respond to, execute against and resolve customer service inquiries relating to a wide variety of issues.  The role is the main point of initial contact for a subset of Paytronix customers and their support requests.    The ideal candidate will be able to quickly understand and diagnose the nature of requests, and either resolve them independently using existing tools and training, or follow process to assign another resource, as appropriate.  This entry level role will report into the Client Services Department.

The kind of stuff you’ll be doing:

  • Communicate with Paytronix clients via phone and email
  • Assist client corporate IT staffs with remote troubleshooting of restaurant and convenience store technical environments
  • Create, maintain and close support cases with attention to client alignment and satisfaction
  • Provide guidance on Paytronix toolset, including marketing campaigns and reporting
  • Occasionally assist with the remote installation of Paytronix software at clients’ sites
  • Handle client logistical requests, such as new store setups
  • Escalate cases as appropriate, including on behalf of Enterprise clients and for persistent and complicated issues
  • Assist with the department’s role in voluntary annual audit
  • Properly capture activity details as it relates to data accuracy to be used by Client Services leadership
  • Completely and accurately document requirements based on client requests

The kind of skills and experience you’ll need:

  • Experience working in client support
  • Excellent verbal and written communication skills
  • Some education in an IT-related field or equivalent experience
  • Passion for working with clients through technical problems
  • Ability to maintain an empathetic and positive attitude when working with customers through challenging problems
  • Ability to establish clear purpose before action

The extra stuff that would be nice: 

  • Experience with Salesforce
  • Previous experience working with point-of-sale systems

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