Location: Remote

Employment Type: Full-Time Regular

Team: Client Success

Join Midigator's collaborative team! As e-commerce and online sales increase, so do chargebacks. Midigator’s platform helps fight chargebacks to allow merchants to prevent fraud and continue running their business. Midigator’s technology features customized automation and relevant, real-time analytics. By revealing what is happening and why it is happening, Midigator empowers data-driven decisions.

The Client Support Specialist (CSS) is primarily responsible for managing inquiries and requests from existing and new clients. They will manage conversations that come in through the Midigator chat feature. The CSS will also manage internal tasks for clients, and assist the Client Success Managers with their clients as needed. This position is open to US applicants only.

Duties and Responsibilities

• Understand client requests and inquiries, and have the ability to provide appropriate support to the client
• Respond to all non-dedicated ad hoc client requests/inquiries via Jira, email, phone, instant messaging, Slack
• Troubleshoot technical issues with clients
• Record client feature requests or enhancements to Product Owner
• Submit and follow through on Jira tickets
• Document all requests or inquiries for future reference or training of other employees
• Develop a strong knowledge of internal resources and a clear understanding of when to utilize them
• Travel may be required once or twice per year

Qualifications

• Must have proficient computer experience and knowledge in Google suite (Gmail, Docs, Sheets) and Microsoft Excel (pivot tables, conditional formatting, VLOOKUP functions)
• Previous client support work experience preferred
• Payments industry knowledge highly preferred

Perks & Benefits:

Remote/flexible workspace

Collaborative work culture

Medical/dental/vision insurance

Employer-paid life insurance

Equity after one year of employment

401(k)

Unlimited PTO

Midigator is committed to building a diverse and inclusive workforce and is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.