Job description

Job description

Who we are:

Aurora Payments is a united network of processing, technology, and payment solutions. Over the years, we have grown to capture a significant portion of nationwide market-share in various specific industries due to our superior rates and services. Our Client and Partners’ success drives our team to provide the best quality products, customer service, and technical support in the industry. Our goal is to help businesses of all sizes grow their revenue streams and increase efficiency through secure and compliant payment processing.

We are a leading payment services and solutions organization headquartered in Las Vegas, Nevada, with 22,000 merchants and $10 billion in annual processing. Visit www.risewithaurora.com to learn more about us.

The opportunity:

We are looking for someone to join the Agent Support team in our Las Vegas office. This role is to provide exceptional service to our partners and work with our on-site technical and customer support staff. Our partners will call into our call center seeking information on their merchant accounts and portfolios. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can streamline their operational processes. If you’re naturally a helper, enjoy assisting people with support issues and are able to explain account details simply, we’d like to meet you.

The ideal candidate should have an understanding that our partners’ success is also our success. Being able to work in a collaborative and highly motivated environment is critical. Ultimately, you will be a person our partner’s trust. They will rely on you to provide timely and accurate solutions to their support and merchant-business related problems.

The Responsibilities:

· Perform over-the-phone credit card machine set up

· Walk customers through the process of installing the software on their machines and starting up the program for the first time

· Researches, analyzes and resolves software issues

· Train new merchants how to process using their new terminal and/or gateway

· Collaborate with 3rd party vendors as necessary to resolve technical problems

· Understand and execute the company’s customer service policies and best practices

· Manage internal knowledge database, creating and updating support articles for internal teams to use as reference guides

· Attend training sessions for new products to train the Tech Support team to effectively support our expanding technology offerings

· Provide guidance to small team of Technical Support Reps, establishing best practices that empower employees to provide valuable support

Who you are:

· Strong technical, analytical and problem-solving skills

· Well-developed communication, organizational, and customer relations skills

· Self-motivation and the ability to multi-task with an attention to detail

· Able to learn quickly, work independently, problem-solve, and perform a variety of tasks

· Effective support service skills, including ability to follow multiple pending service requests through to completion

What we prefer:

· 2-5 years of experience in a technical support role

Taking the assessments will increase your likelihood of being contacted if your skills align with our needs for this position.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Las Vegas, NV 89118: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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