The Technical Support Specialist provides technical assistance to all inbound Customers. This role encompasses all technical 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.
- 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.
- Identify and escalate unusual case trends
- 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