Senior Support Representative

CCBill is an online payment services provider used by more than 30,000 websites globally that supports the needs of both new and established businesses in the ecommerce and online space. Typical projects on the CCBill side include integration with new processors, improving reporting, and enhancement of systems that can handle high volume transactions with high availability over 3 satellites in Phoenix, Ashburn and the Netherlands. You will have the opportunity to work on both existing and new products and features. 

The Senior Support Representative (SSR) provides escalated support and guidance to the CSR’s to ensure they provide prompt and quality service to consumers.  The SSR is responsible for understanding queue service level expectations and appropriately assigning available staff to ensure service levels are adhered to. 

Location: Serbia

Working hours: Sunday – Thursday – 12AM-8AM, 40h/week

Key Job Responsibilities:

• Provides an advanced level of troubleshooting support in response to complex problems and inquiries from Consumer Support Representatives
• Assists CSR’s in issue escalation and resolution, and assures proper escalation channels are being managed
• Assists management with phone, email, and live chat queue management strategies
• Acts in a coaching and mentoring role to reinforce continued education amongst CSR
• Resolves escalated customer and webmaster issues to satisfaction

Key Skills and Qualifications:

• Has an advanced understanding of internal systems, and policies and procedures
• Ability to recognize tasks that need to be completed and then accomplish them with direction from supervisors
• Ability to think critically while resolving customer and merchant issues
• Demonstrated ability to handle high levels of stress
• Ability to stay focused on the task at hand, ensuring that timelines are met and operations are not adversely impacted
• Excellent English language skills, both verbal and written