Elavon logo
Elavon

Elavon, Inc. is a payment solutions company that offers reliable, secure payment options for businesses worldwide. Headquartered in Atlanta, Georgia, Elavon maintains operations th

Technical Service Consultant

Location

United States

Posted

9 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Technical Service Consultant

Elavon

Role Description Manage and own telephone and email support queries from customers, partners, and internal stakeholders. - Record, track, and manage customer queries and escalations within CRM systems, ensuring accurate documentation. - Adhere to agreed Service Level Agreements (SLAs) and response time targets. - Provide technical support, troubleshooting, and product guidance to customers and colleagues. - Act as an escalation point for complex customer issues that cannot be resolved at first contact. - Serve as a technical liaison between Customer Service and other business departments. - Develop and deliver technical training, coaching sessions, and product demonstrations for internal and external audiences. - Conduct quality audits of technical calls and provide feedback and coaching to advisors. - Create and maintain technical documentation, knowledge base articles, and user guides within Salesforce Knowledge. - Collaborate with internal teams to ensure product and service information remains accurate and up to date. - Investigate technical complaints, identify root causes, and provide recommendations for resolution and improvement. - Build and maintain relationships with third-party integration partners. - Drive continuous improvement initiatives, sharing best practices and identifying opportunities for enhanced efficiency. - Support system enhancements and testing activities, including smoke testing, UAT, and replication testing. - Attend and contribute to internal and external meetings, providing technical expertise and support. Qualifications - Previous experience in a technical support, application support, technical service desk, or customer service environment. - Strong troubleshooting, analytical, and problem-solving skills. - Excellent verbal and written communication skills with the ability to explain technical concepts clearly. - Experience working with CRM systems; Salesforce experience is preferred. - Ability to manage multiple priorities and deliver results in a fast-paced environment. - Experience delivering training, coaching, or presentations to individuals and groups. - Strong attention to detail and commitment to maintaining accurate records and documentation. - Customer-focused approach with a passion for delivering high-quality service. - Ability to work collaboratively across multiple teams and stakeholders. - Experience creating technical documentation, knowledge base articles, or user guides. - Knowledge of software testing processes such as UAT and smoke testing is an advantage. - Experience within payments, fintech, e-commerce, or financial services environments is preferred. Requirements - This role is designated as home-based remote. Benefits - Clearly defined salary ranges aligned with industry benchmarks and internal equity standards. - Performance-based incentives for eligible employees, awarded through transparent, objective criteria that recognize both individual and company performance. - Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness. - Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria. - Employee recognition programs that celebrate achievements and milestones for all.

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