The Technical Support Agent provides technical assistance to all inbound customers. This role encompasses all technical and administrative aspects of customer relationships. Working closely with the technical and client services teams, this role is essential to drive customer satisfaction and to meet company service standards. This role is designed to support the technical and implementation teams with the opportunity to develop into those roles.
- Provides support and technical assistance to Customers for resolving Client issues from the support queue.
- Monitors and documents the resolution process in a timely manner, while effectively communicating status with the Client to maintain a high rate of Client Satisfaction.
- Participates in team and special projects for process/continuous improvement efforts
- Build, maintain, and share a deep knowledge base of the payments platform and ancillary products and capabilities
- Adheres to all MRI Software and Global Client Support policies and procedures
- Performs other duties and responsibilities as assigned