Job Description
The Client Care Associate will be part of our award-winning customer support team responsible for supporting the business and technical needs of our growing merchant base. You will be assisting Cybersource merchants, acquirers, or payment facilitators. This position will be located in Bogota, Colombia.
- Respond to incoming and partner requests quickly, proficiently and professionally while meeting specific key performance indicators
- Answer merchant questions and resolve problems related to billing, account management, website integration, connectivity methods and other technical issues
- Thoroughly and efficiently document cases in customer relationship manager system (Dynamics)
- Update cases (Dynamics) with current status of all ongoing issues and merchant contacts
- Collaborate with Team Leads, agent support, product support specialists and partner groups as needed to provide one-call resolution.
- Serve as the primary technical point of contact for assigned clients, maintaining strong relationships, and ensuring client satisfaction.
- Partner with Sales to build relationships with technical and business contacts across the account portfolio.
- Conduct regular business performance review of live merchants and partners.
- Proactively monitor client accounts, identifying any technical issues or challenges, and working closely with all stakeholders to resolve them in a timely manner.
- Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management and Operations teams.
- Provide technical training and support to clients, helping them maximize the value of the company's payment solutions.
- Educate clients on product features, functionalities, and potential integration opportunities.
Qualifications
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- Bilingual proficiency in English and Spanish preferred
- Customer service experience required. Prior experience in call center, financial industry, ecommerce, or technical environment is preferred.
- Demonstrated commitment to the businesses key performance indicators and exceptional customer service
- Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving and multi-tasking skills required
- Must be able to have meaningful conversations that will lead to merchant loyalty and reduce merchant attrition
- Must have punctual, regular and consistent attendance.
- Excellent communication and interpersonal skills, with the ability to effectively interact with both technical and non-technical stakeholders.
- Experience with web-based (PHP, Python, .NET, JavaScript, etc), mobile (iOS, Android) programming languages and APIs in general (REST, JSON, SOAP, XML, Postman as tool).
- Understanding of Web Security, TLS, HTTPS, Hash algorithms.
- Familiarity with PCI DSS.
- Knowledge of data visualization platforms (Grafana, Splunk, Kibana) is preferred.
- Excellent teamwork skills, with the ability to collaborate effectively across departments and influence stakeholders.
PORTUGUESE IS A MANDATORY
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.