Senior Customer Support Specialist

Appstar, a POS technology and payment processing services leader, is seeking the right candidate to join our Operations department. As a Sr. Customer Support Specialist (Sr. CSS) at Appstar, you will be an integral in-house expert and a valued resource for our clients, internal partners, and vendors. As a key operations team member, the Sr. CSS supports all channels and ensures that every customer receives effective and efficient resolutions when they reach out for general, technical, billing, or other support needs. The ideal candidate loves speaking with our customers, resolving issues, and fostering positive interactions.

You will:

• Deliver outstanding customer service by addressing inquiries and resolving complex issues related to technical support, billing, and other customer concerns.
• Act as a subject matter expert and trusted resource for clients, internal teams, and vendors by keeping an advanced understanding of Appstar’s products, services, and operational processes.
• Troubleshoot and resolve complex customer concerns professionally and efficiently, using the HEAT approach to ensure customer satisfaction.
• Research and analyze intricate customer issues to identify solutions that align with company policies and procedures.
• Accurately document customer interactions and resolutions in the company’s systems.
• Collaborate with internal departments to escalate and resolve complex customer issues, acting as a leader in issue resolution.
• Take a proactive approach to customer concerns, anticipating needs and offering strategic, tailored solutions.
• Ensure full compliance with company policies and industry regulations when addressing customer inquiries and support needs.
• Participate in ongoing training and development to stay current on company products, services, and industry best practices, ensuring your expertise remains at an advanced level to effectively handle the complexities of this role.

You have:

• Bachelor’s degree with an emphasis on Customer Service Management, Communication, Business Administration, or a related field preferred.
• 5-7 years of customer service or technical support experience.
• Strong problem-solving skills with the ability to think critically and research solutions independently.
• Solution-oriented attitude with a sense of urgency and a naturally curious mindset.
• Excellent verbal and written communication skills, able to engage professionally with customers and internal teams.
• High attention to detail and excellent organizational skills.
• Ability to multitask effectively in a fast-paced environment while maintaining accuracy and quality.
• Proficiency in customer service software, CRM systems, and the Microsoft Office Suite.
• Ability to work independently and collaborate effectively with team members
• Positive attitude and a strong commitment to providing exceptional customer support.

Location: This role is in person based at our corporate offices in Kearny Mesa, San Diego. Scheduled to work 6:00 am – 2:30 pm (PST).

We offer:

• Competitive compensation: $34.00 - $36.00 per hour based on experience
• Comprehensive medical, vision, and dental benefits that give you peace of mind.
• Flexible Spending Accounts (FSA) that let you use pre-tax dollars to cover healthcare expenses.
• A fantastic 401K with matching contributions that helps you plan for retirement and build wealth over time.
• Ample sick, vacation, and holiday benefits that give you the time and flexibility you need to enjoy life.
• An internal referral program that rewards you for bringing talented people to the team.
• Company events that foster a positive and inclusive culture and create opportunities to bond and grow with your colleagues.

Appstar is an Equal Opportunity Employer (EOE) and takes great pride in building a diverse work environment. Qualified applicants are considered for employment without regard to age, race, religion, gender, national origin, sexual orientation, disability, or veteran status.

About Appstar 

We engage with small businesses to provide personalized technology solutions to help them achieve their goals. We do this by fostering a culture of respect, tran