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Specialist Ii, Training

3 months ago

Remote, United Kingdom Payroc Full time
Specialist II, Training & QA

Reports To
Manager, Training & QA

Job Purpose


This Role provides coaching, training and support to all inbound and outbound support specialists who are interacting with our merchants.

Showcase that you have an understanding that our merchants' success is also our success.

Working with specialists, leads and others to ensure Payroc is following the correct process and that procedures are fit for purpose.

You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximize their revenue potential.

During quiet times you will need to develop coaching and training skills.

You will work closely with team members to learn new skills and develop current skills; you will need to reach out and ask questions when you are unsure and work well with other team members to support each other.


Duties and Responsibilities

  • Training & QA
  • Providing coaching and helping support Payroc's specialists and making Payroc a wonderful place for development
  • Reviewing feedback from our merchants, agents, and partners to provide continuous improvement on communication, processes, and overall merchant experience
  • Use Microsoft, Ring central and CRM (Customer Relationship Management) to an excellent standard
  • Help build out the internal learning and development through Payroc online training center
  • To provide Training and documentation to new and existing employees

Qualifications
-
Intermediate to advanced Functional Skills in Support for Credit Card processing - Has a good understanding in Credit card processing
-
Customer Service
  • Professionally manages difficult or emotional customer situations, responds promptly to customer needs, and responds to requests for service and assistance
-
Proactive Mindset:

  • Able to proactively identify gaps in processes or products that could potentially lead to merchant churn

-
Product Knowledge
  • Gain an excellent knowledge of our portfolio of products and services to understand merchant's needs
-
Interpersonal Skills:

  • Must be able to work with leadership to increase knowledge and identify trends and bottlenecks
-
Ability to Multitask
  • Provide good customer service to make sure each Agent feels like they're the only customer that matters
-
Time Management:

  • Must be able to prioritize and use time efficiently based on the importance level of the issue at hand
-
Beginner to intermediate functional skills for training
  • Understands the importance of training and is willing to build a solid knowledge base with support and guidance

Job Classification

  • Non-Exempt


At Payroc we are committed to the principal of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate.

Payroc does not tolerate discrimination or harassment based on any of these characteristics.