Customer Support Risk Analyst

Job Description: 

Business Title

Customer and Technical Support Analyst

Company

Constellation Payment Processing (CPP)

Location

Remote

Constellation Payment Processing (CPP) is seeking a customer focused candidate who can demonstrate the ability to prioritize the day to day workload while providing quality customer service for merchants through the boarding process.  This includes the responsibility for interacting with and supporting all Constellation Payment Processing (CPP) clients related to merchant processing to ensure all accounts are boarded accurately, timely and according to card brand rules. As the Customer and Technical Support Analyst, you will report directly to the Manager of Merchant Implementation and Support.

Essential duties and responsibilities include:

• Demonstrate practical time management skills by assisting clients to accurately and timely board and setup bank card accounts and processing systems within department guidelines
• Functional / Technical Skills:  Respond to and help to resolve all inquiries and issues that may require troubleshooting regarding payment processing terminals, account information, invoices, and credit card and ACH rates in a timely
• Demonstrate patience, effective listening and problem solving skills during all customer inquiries to minimize escalations, ensure timely resolution of all support issues regarding billing, payments, and procedural issues and assist in diagnosing problems and source errors
• Become product expert in the areas of integrated payment services to include explaining card brand rates and fees, account structure and basic rules and regulations
• Assist with creating a Customer Focus environment by maintaining ongoing communication with clients, processors and CPP employees, via telephone, email, and CRM as it relates to the account/services approval process
• Ensure all complete documentation is received from client in a timely manner or escalate appropriate CPP employee for account follow up
• Submit maintenance forms to processor to modify accounts according to audit, customer request, sales or account executive
• Perform other duties as assigned by manager or management
• Regular and reliable attendance required

JOB QUALIFICATIONS:

• Excellent customer service skills
• Expresses a high level of energy, attention to detail, and professionalism
• Ability to multi-task and change direction quickly with strong communication and interpersonal skills
• Strong organization/prioritization skills and the ability to develop and manage a departmental organizational system
• Ability to problem solve using deductive reason skills in a timely manner
• Ability to succeed in a team environment
• Excellent written and verbal communication skills including punctuation, spelling, grammar and writing technique
• Basic skills including but not limited to addition, multiplication and division of whole numbers, decimals and fractions
• Desire to succeed in a fast-paced environment
• Must be extremely detail oriented and able to make quality decisions
• Moderate to advanced knowledge of Word, Excel, Outlook, CRM and PowerPoint
• Basic knowledge of standard business practices

EDUCATION/EXPERIENCE:

• High school diploma or equivalent
• Some college preferred

Business Unit: 

Scheduled Weekly Hours:

Number of Openings Available: 

Worker Type: 

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.