Gift Card Support Specialist

Responsibilities:

Gift Card Support Specialist Tier 1 – is expected to work with our merchants and dealers by promoting the highest level of service and professionalism. We work with a wide array of clients who rely on the highest quality of service and dedication. This role is expected to project a positive company image and experience through phone interaction along with e-mail correspondence. They should support interactions with customers and internal personnel through multi messaging campaigns such as email, mail, phone, task systems, and chat systems. Tier 1 agents are also expected to acquire an in depth understanding of the entire merchant processing industry as well as the entire gift card process.

• Work closely with management to assist with gift card specific projects 
• Communicate with merchants and dealers via phone, email, chat, and tickets.
• Assist merchants with placing gift card orders via our online wizard.
• Provide reports upon request to merchants.
• Printing and quality review of physical gift card orders.
• Routine maintenance and basic troubleshooting of gift card printers.
• Work with merchants and/or dealers to schedule and perform gift card conversions from previous providers.
• Resolve merchant issues related to the activation and redemption of gift cards.
• Process gift card orders for printing.
• Assist with gift card fulfillment and other legacy TCC duties.
• Handle fulfillment inventory and work with suppliers to obtain inventory.
• Utilize strong problem-solving and people skills to ensure first call resolution.
• Work closely with additional internal departments and teams to understand and ensure the proper course of action is taken.
• Actively participate in team/ departmental meetings to provide feedback and improve the overall work environment.
• This position requires employees to maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments.
• Must be available to work overtime when needed.
• Demonstrate exemplary performance & attendance.

Qualifications:

• Bachelor’s Degree or equivalent work experience is preferred.
• Familiarity with the Microsoft Office Suite & Google Sheets.
• 2+ years of computer technology experience preferred, but not required.