Customer Experience Associate

Role summary / purpose The Associate of Customer Experience will provide professional and courteous customer service to Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Customer Experience Agent requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support. This role is heavy Customer Service, not an IT help desk position. Key responsibilities • Responding to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing. • Troubleshooting and Point-Of-Sale hardware, software and/or network connectivity issues. • Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM). • Supporting consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System. • Supporting Marketer/Dealer inquiries concerning credit card batch totals and reconciliation. • Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards. • Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role. • Supporting Marketer/Dealer requests regarding extranet sites. • Must be willing to work any shift, including overnight, evenings, weekends, and holidays. Requirements – education & experience • Legally authorized to work in the job posting country • High School Diploma or GED equivalent • Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays Nice-to-have / preferred skills • Marketing business insight • Familiarity with EPOS equipment • Demonstrated ability to effectively work within a team environment • 1 or more years of Information Systems Help Desk / Support experience • Knowledge of communication devices/methods such as Broadband, VSAT, and DSL • Access to and knowledge of downstream systems which interface with the Credit Card System • Intermediate knowledge of all Microsoft Office software applications • Intermediate knowledge of computer, DSL and VSAT hardware • Ability to define problems, collect data, establish facts, and draw valid conclusions • Ability to learn other software and web-based applications per the requirements of this role • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products • Ability to write professional reports, business correspondence and procedure manuals • Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers • Excellent interpersonal and communication skills