Careers at BlueSnap

Join BlueSnap and Become a Part of the Digital Commerce Transformation

Merchant Support Representative

BlueSnap is looking for a Merchant Support Representative who is responsible for providing technical and product support to our merchants and their shoppers (“customers”).  We are seeking a technical and personable professional with a service orientation and the ability to make service a differentiator in the market for BlueSnap.

The position is located in Waltham, MA.

Responsibilities:

  • Provides support to merchants and shoppers via phone, email and live-chat
  • Friendly and professional Interaction with shoppers from around the globe
  • Provide solutions and process payment information in response to inquiries, concerns, and requests about products and services
  • Diagnose and resolve technical issues
  • Handling Risk and online-fraud related analysis
  • Follow up and make scheduled call backs to shoppers where necessary
  • Stay current with system information, changes and updates
  • Work with various departments to improve our services
  • Meet Service Level Agreement goals for response times

Requirements:

  • Knowledge of customer service principles and practices
  • 2+ years of related experience
  • Fluent, professional English; Ability to speak and write clearly and accurately; Effective listening skills; Demonstrated proficiency in typing and grammar
  • Proper phone etiquette required.
  • Experience with MS Office (Outlook, Word, Excel, PowerPoint)
  • Thrive on teamwork and overcoming obstacles, highly motivated, energetic, responsible, result oriented, great communication skills, and good organizational skills
  • Self-motivated, creative, and able to work with minimal supervision
  • Multi-tasking and work under pressure.
  • Experience in Support for a financial institute, the online payment industry, e-Commerce, or related – Advantage!
  • Web development skills – Advantage!
  • SQL and data analysis experience – Advantage!

Competencies:

  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
  • Makes customers and their needs a primary focus of one’s actions
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
  • Possesses, acquires, and maintains the professional expertise required to do the job effectively and to create effective customer solutions.
  • Professional expertise is demonstrated through problem solving, applying knowledge, and product and service management for the functional area in which employee operates
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

 

To apply please email your resume to bluesnap.merchantsupportrep@applynow.io