Job description
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya's culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
As our Customer Support Representative, you will be providing exceptional customer support to our clients! This will be in our Payments division, include our credit card and ACH processing accounts, virtual terminal support, and more. This is done through a combination of responding to tickets in our CRM system, and phone calls.
This position reports to our Fargo, ND office, and is 100% onsite.
Day-to-Day:
- Provide customer support through phone and ticketing system
- Assist with account maintenance items related to ACH and credit card accounts
- Train customers on and support customers in using our Gateway
- Act as a liaison between third-party processors and customers
- Research complex financial transactions and flow of funds through various payments platforms
- Perform root cause analysis when troubleshooting complex technical issues and report back to team and customer
- Collaborate with sales and technical teams to escalate issues
- Assist in writing SOP documents
- Assist in training new team members as needed
- Perform additional tasks and/or duties as assigned
To thrive in this role you have:
- High School Diploma or GED required
- 2+ years of customer support experience required
- Previous work experience in banking or payments industry
- Happy and grateful, patient, and empathetic personality
- Detail-oriented, self-starter, who is eager to learn and take on new challenges
- Understanding of basic payment processing principles
- Superior customer service skills
- Ability to analyze and troubleshoot problems
- Effective communication skills with internal teams and external customers
- Strong ability to prioritize and complete tasks according to established timelines and quality standards
- Previous exposure or experience with a CRM preferred
- Proficient in Microsoft Office
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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