Customer Support Representative

Role Summary/Purpose:

We are seeking to add a Customer Support Representative to our Support Team to serve as the frontline in our commitment to outstanding customer service. In this pivotal role, you will address both technical and non-technical inquiries, guiding customers through our platform with ease and efficiency. This position is essential to maintaining the high standards of service that define Versatile, offering a unique opportunity to directly impact our customers' experience. Some of the key areas of impact this role will drive are as follows:

• Resolve Technical Issues: Quickly troubleshoot and solve platform-related problems, ensuring a seamless user experience.
• Boost Satisfaction & Loyalty: Enhance customer satisfaction and loyalty by effectively addressing their needs with empathy and expertise.
• Strengthen Versatile's Reputation: Your proficient support reinforces our standing as a reliable and user-friendly lending technology leader.
• Inform Platform Improvements: Provide critical feedback from customer interactions to help refine and advance our technology.

Essential Responsibilities:

• Receive and respond to all communications within mandated service level 
• Diagnose and resolve all identified Tier 1 troubleshooting opportunities with >85% First Call Resolution. Tier 1 tasks include the following:  
  • Assisting with accessing the portal 
  • Walking retailers through utilizing the portal 
  • Basic Kiosk Hardware Troubleshooting (Cable Seating, Paper Loading) 
  • Basic Kiosk Software Troubleshooting (Network Issues, Accessing Device Level Settings [4FG]) 
  • Pairing printers to Hive 2.0 
  • Calibrating touchscreens 
• Gather and document all identified information within the ticket 
• Diagnose and resolve identified Tier 2 troubleshooting opportunities, including:  
  • Errors submitting applications (System Errors) 
  • Errors processing requests (lookup, authorize, fund) 
  • Identifying Configuration/ Setup Issues (Missing Remote Config/ Missing Provider Categories) 
  • Payment/funding related troubleshooting (Aspen specific) 
  • Advanced Hardware Troubleshooting (Unresponsive iPads, Jamf Reboots) 
  • Hardware Replacements (Quote, receive approval, add to notion) 
• Ability to identify trends in issues and flag larger systemic problems needing escalation. 
• Document steps taken to attempt to resolve problems, and make efforts to share the documentation and information with Tier 1 Reps to increase their knowledge.  
• For issues that are determined to be outside your scope, escalate all inquiries to the appropriate contact. 
• Perform other duties and/or special projects as assigned.

Regular shift: 9am - 5pm, Tuesday-Saturday

Training: Training will be Monday-Friday for approximately 6 weeks prior to working regular shift hours.

Qualifications/Requirements:

• Bachelor’s Degree with 1+ years’ experience in a technical Customer Support position; or in lieu of degree, a high school diploma or GED with a minimum of 2+ years of experience in a technical Customer Support role.
• 1+ years’ experience with various Customer Support and CRM Tools (such as Zendesk, Jira, Confluence, and/or  Salesforce)
• Excellent communication and presentation skills
• Customer orientation and ability to adapt and respond to different types of characters

Desired Characteristics:

• Customer-Centric: You possess a strong desire to help others, with an ability to adapt to various personalities and maintain patience and professionalism.
• Multitasker: You're able to juggle multiple tasks simultaneously, prioritizing effectively to ensure all customer inquiries are handled promptly.
• Technical Curiosity - While you may not be able to address every technical customer issue that comes in, you have the desire to learn more about the issues and an aspiration to grow your skill set.
• Team Player: You thrive in collaborative environments, ready to share knowledge and work together to achieve common goals.

Grade/Level: 06

The hourly rate range for this position is $24.50 - $32.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Our Way of Working:

We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all. 

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

Job Family Group:

Customer Service Operations