What are the responsibilities and job description for the Customer Service Agent position at PayRange?
PayRange is a rapidly growing tech company based in Portland, Oregon. We pride ourselves on our innovative products, vibrant company culture, and our dedication to customer satisfaction. As we continue to grow, we're looking for an energetic individual to join our customer services team.
Position Overview:
You will be a Customer Service Agent, ensuring that we provide our customers with the best support experience and continuously looking at ways to improve the customer experience. You are someone who likes to get your hands dirty while having the ability to take a step back focusing on the bigger picture to ensure we remain on track to achieve our aspirational customer support goal.
Company Description
Do you carry change in your pocket? If not, you’re among the millions of people who are becoming “cashless” – yet it’s amazing the coin-op laundry machines in apartment buildings still require quarters to work! PayRange is reinventing how people pay “things.”
PayRange is powering mobile commerce on traditionally “dumb” machines such as vending, laundry, amusement, car washes, and more. The company developed a low-cost, clever solution that is nothing short of ingenious! The patented approach leverages the user’s smartphone and network connectivity, eliminating the need to connect the machine to a network, enabling rapid upgrades of existing machines.
Location
We have an office in Cascade Station in Portland (near Ikea and the Portland Airport). This is a full-time position, 6:00A – 3:00P, and in-person only (no remote work). The office is on the Max line.
Your main responsibilities
- Monitor, track, and respond to customer support requests.
- Provide advanced technical support and troubleshooting to customers.
- Guide customers with hardware installation questions and troubleshooting.
- Answer customer calls, ensuring timely updates and responses to requests in line with key metrics.
- Coach and train our customers to better utilize and reap the full benefits of our product.
- Escalate issues to the Team Lead, as needed, to ensure the timely resolution of customer requests.
- Be a product expert and be up to date on latest features, products, and best practices.
- Process and test returned hardware and enter appropriate documentation into our return system.
- Ensure that we continuously exceed customer expectations.
- Work closely with other teams in the business to ensure customers have the best experience, starting with onboarding and throughout their journey with us.
- Other related tasks as required.
Experience
- Experience in a customer services/support role.
Specific skills
- Highly analytical and organized
- Excellent English written and oral communication skills
- Good articulation skills, including technical writing ability
- Expertise in managing client relationships for technically complex products and platforms
- Proven people management and leadership skills
- Ability to work independently with little supervision
