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Client Services – Technical Support Agent

Job Summary:

The Technical Support Agent position serves as a liaison between our company and our clients by handling technical support-related customer service calls. This position is responsible for dealing with technical issues/Customer Service requests with our clients, working quickly to identify the issue, and providing viable resolutions that meet the needs of our clients with an emphasis on world-class service.

What You will Find at Talus
  • Technical Support Role for nationwide clientele
  • Work Model (Fully Remote, Hybrid)
  • Shift & Language differential
  • 2nd shift / Overnight / Weekends shifts available
  • Company Equipment provided
  • Competitive pay with Monthly bonus plans (based on performance)
  • Outstanding health, wellness, and insurance benefits
  • Genuine opportunities for growth and career advancement
  • Paid time off and holidays
  • Projects to expand skills and overall abilities
  • A culture committed to Inclusion and Diversity

Successful Candidates-We are Seeking.
  • You have a minimum of 2+ years of professional work experience interacting with clients.
  • You are passionate about working for a company that ensures a high standard of service.
  • Previous Support roles in customer service/technical support roles within a call center
  • Inbound/outbound call center experience
  • Previous Experience in online chat support
  • Bi-Lingual (Spanish) highly desirable
  • Non-Medical Role/Payment Industry Experience
  • Previous Technical Support/Merchant experience a plus
  • Outstanding verbal and written communication skills
  • Ability to prioritize and multitask in a fast-paced environment.
  • Fully proficient with Microsoft Office Suite
Skills to Succeed
  • Strong & professional communication skills in all channels of support.
  • You enjoy delighting customers by providing exceptional world-class service.
  • You possess strong listening skills and can exceed expectations.
  • Able to multiple task time sensitive interactions to ensure satisfaction.
  • Enjoy working in a collaborative team-oriented environment.
  • Previous working knowledge of software platforms and soft phone systems.
  • Open to improvement and change to ensure we provide exceptional service.

Responsibilities
  • The Technical Support Agent is frontline support for clients requesting technical assistance.
  • They are responsible for handling questions and troubleshooting all call/ticket types.
  • Professionally handle volume during incoming requests via various support channels from clients
  • Verify client’s information, access their account, triage, and assist clients with time sensitive requests to ensure one call resolution.
  • Utilize software systems to analyze and trouble shoot the customer’s situation to ensure client satisfaction.
  • Handle client requests or service calls on a timely basis with an emphasis on overall quality.
  • Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer centric processes which pro-actively resolves all customer issues.
  • Ensure all open cases/tickets are updated, assigned, and closed before the end of shift.
  • Understand and adhere to company and departmental policies and procedures.
  • Adherence to key performance metrics and quality assurance standards
  • Maintain a working knowledge of company related product information.
  • Maintain regular and punctual attendance and consistent schedule adherence.
  • Ensure complete accurate proper documentation on all interactions to ensure compliance.
  • Impeccable phone etiquette when interacting with both internal and external clients.
  • Must have proven track record of successful team participation as well as ability to work independently and be self-starter/self-sufficient at times.
  • Ability to thoroughly research and provide detailed professional during all interactions.


Company Description:

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.


Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.


Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.


Talus is an EO Employer – Veterans/Disabled and other protected categories

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.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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