[Remote] Customer Support - Remote

Note: The job is a remote job and is open to candidates in USA. Ironwood is a company dedicated to helping small businesses across the United States grow and remain competitive. They are seeking a Customer Support representative who will provide enthusiastic customer service and handle escalated issues while maintaining excellent client relations.

Responsibilities

• Provide enthusiastic customer service for inbound/outbound phone and email support
• Be compassionate and dedicated in handling escalated issues
• Work closely and professionally with other departments for the best resolution
• Must be versatile in managing multiple software programs while conversing with all levels of internal and external customers
• Maintain and promote excellent client relations by managing prompt, efficient, and accurate responses to email and phone communications
• Deliver strong and proactive follow-up to customers
• Adhere to defined procedures, standards, and performance expectations

Skills

• High School Diploma required
• Clear and effective communication skills (in person, phone, email, etc.)
• Ability to communicate across all levels with internal and external customers
• Excellent documentation skills
• Keen comprehension skills – ability to clearly understand and state the issues customers present
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Excellent attention to detail
• Ability to listen, empathize, and understand customer concerns
• Strong interpersonal skills
• Demonstrable conflict resolutions and negotiating skills
• Ability to determine customer needs and provide appropriate solutions
• Take ownership of issues and strive for one-call resolution
• Ability to make quick and accurate judgments and decisions
• Strong time management skills
• Action oriented and self-disciplined
• Organized and detail-oriented
• Proficient with Microsoft Office programs
• Excellent data entry and documentation skills
• Ability to quickly learn and understand new programs and technology
• Quickly develop a strong knowledge of payments products
• Ability to work in a fast-paced, technology-driven environment
• Bachelor's degree preferred; equivalent work experience considered
• Two years of customer service experience preferred
• Knowledge of payments industry a plus
• Bilingual English/Spanish a plus

Company Overview