Summary

If you want to get your foot in the door of a growing financial technology company, this is the position for you! The Product Support Specialist is the main resource for providing support and customer service to Eved’s growing global client community. This individual will possess the knowledge base that covers all capabilities of Eved’s technology solution and is a product expert for functionality questions. The Product Support Specialist will demonstrate Eved to end users, provide payment status updates, and cover daily support questions.  This individual will also work internally to resolve complex issues as well as be a key resource for future product enhancements.  This position will be responsible for providing support hours 6:00am – 2:30pm CST Monday through Friday.

Essential Duties and Responsibilities

• Champion the customer’s issues and work on their behalf to achieve resolutions to queries in real time.
• Reviews, analyzes and resolves simple to complex payment processing issues
• Confidently answer contacts, through multiple channels (i.e. Email, Phone, Chat), internally and externally. 
• Proactively offering technical assistance to our users and responding to help desk inquiries within a 24-hour follow-up time frame.
• Testing new product release functionality to expand knowledge base on upcoming features.
• Digitally upload client invoices & schedule payments
• Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures.
• Help prioritize feedback from users and internal team.
• Provide feedback for process improvements related to daily procedures

Qualifications and Skill Set Required

• Experience in software support preferred
• Tech savvy and adaptable to frequent updates
• A friendly attitude and customer-oriented mindset
• Excellent interpersonal and written communication skills
• Ability to problem solve and find creative solutions
• Works well in a fast-paced environment with at times, minimal structure
• Detail-oriented and organized
• Desire to learn new skill sets
• Work independently but is an excellent team player
• Bachelor’s degree or equivalent in experience
• Multilinguistic a plus
• Data Entry experience a plus
• Salesforce experience a plus