Remote: WFH Flexible
At Tilled, we're creating a buzz in the world of payments. Every time a bill gets paid through a software platform, payment processing revenues are generated for many stakeholders, but not the software company. We are changing those economics, with PayFac-as-a-Service. We need your help.
Position Summary:
The Merchant Support Representative will have experience handling inbound call inquiries regarding the support of Merchant Credit Card processing as well as other areas as assigned via telephone, email, SMS and Chat, with proven problem resolution skills, and a strong commitment to excellence and customer satisfaction. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications and operates a personal computer, mainframe, software packages and front end programs related to the client. Troubleshoots, diagnoses and provides merchants with solutions to resolve problems with service, authorization and credit card processing terminals. Communicates applicable policies, procedures and practices to merchants. Requests exceptions to policies and procedures on behalf of merchant as appropriate, within established limits. Follows up with users to ensure problem resolution. Develops and maintains documentation of all activities.
Location:
This position is mainly remote work, but we are Headquartered in Boulder, CO and from time to time will have onsite meetings. You must sit in the Denver Metro Area. We are not sponsoring visas for this role.
Typical Hours for this Position: You must be flexible to work between the hours of 6 am to 6 pm, Monday-Friday and be available to work one weekend day.
Here is what you can expect:

• Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism.
• Offers alternative solutions where appropriate with the objective of retaining customers' business.
• Identifies and escalates emerging product or customer dissatisfaction issues.
• Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through on-going training and referring to online manuals as required.
• Comprehensive benefits package including: Medical, dental and vision plans, Paid vacation to help you recharge, Ten paid holidays every year, etc.

We are looking for someone who has:

• High School Diploma or Equivalent
• 6+ months previous customer service experience in a call center
• Sound solving skills and ability to solve customer issues in an efficient and courteous manner
• Ability to communicate clearly and effectively with all levels within an organization
• Strong work ethic and demonstrates excellent record of attendance and punctuality
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• General knowledge and understanding of the technical aspects of telecommunications equipment, systems and vendor capabilities
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Excellent telephone, interpersonal and verbal communication skills

About Tilled: Tilled was created to empower software vendors, and SAAS companies to start generating revenue from accepting credit cards. With our suite of powerful financial tools and industry leading revenue sharing programs, Tilled will power the financial backend of the next generation of SAAS companies, and integrated software vendors, allowing them to focus on their core product, not payment facilitation. Welcome to PayFac-as-a-Service!
Tilled is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.