Join Chase Merchant Services, a global leader in payment processing, and be part of a team that fuels the success of the Internet's largest brands. As a Client Service Analyst in our Merchant Support L2 Group, you'll play a vital role in delivering superior technical support and customer service to our merchants. With a legacy of innovation, Chase offers secure payment solutions that help small and emerging businesses become tomorrow's industry leaders. Embrace the opportunity to work in a dynamic environment and make a difference in the world of e-commerce.

As a Client Service Analyst in Chase Merchant Support L2, you will be integral to our Inbound/Outbound Call Center, providing 24/7 support to PC-Based POS merchants and those using the Orbital Gateway, Online POS Terminal, Mobile Checkout, and Resource Online. You will offer second-level support through chat and email, troubleshooting hardware and software issues, answering technical and policy questions, and ensuring superior technical support and customer service.

Job Responsibilities:
• Advocate for merchants by putting customers first.
• Answer and resolve technical concerns from merchants and internal partners.
• Troubleshoot technical problems to determine root causes and provide solutions.
• Resolve technical issues and merchant concerns accurately and expediently.
• Handle multiple queues/skills via cross-training.
• Maintain knowledge of new products, equipment, features, and services.
• Identify, analyze, and document information collected from merchants.
• Meet or exceed production goals as outlined in the metrics scorecard.
• Escalate unresolved issues that create risk or exposure for merchants or the bank.
• Collaborate with other areas to provide timely resolution to merchant inquiries.
• Work effectively in a dynamic and fast-paced environment.

Required Qualifications, Capabilities, and Skills:

• French/English Bilingual
• Strong knowledge of payment processing industry and related procedures.
• Minimum 3 years of customer service experience.
• Must be willing to work until 1am, weekends and shifting schedules.
• Payments industry experience servicing Canada-based clients/merchants.
• Superior communication skills for 100% phone-based customer interaction.
• Ability to probe terminal technical concerns and offer solutions.
• Self-motivated, takes initiative, and works well with minimal supervision.
• Knowledge of computer software systems such as Windows, Mac, and Microsoft Office.
• Familiarity with Android and iOS phone operating systems.

Preferred Qualifications, Capabilities, and Skills:
• Experience in call center tech support.
• Background in Merchant Services business or related industry.
• Ability to multi-task and be self-directed.
• Strong interpersonal skills; professional, courteous, and customer-friendly.
• Motivated to deliver great customer experiences.
• Takes initiative, adjusts quickly to change, and takes responsibility for results.

Join Chase Merchant Services and be part of a team that is redefining the merchant experience. Apply today and help us create unforgettable experiences for our clients!