Client Services Representative

Client Services Representative

At PayTrace by North, we're seeking a Client Services Representative to provide front-line support for our clients and sales partners, ensuring an exceptional customer service experience. This remote position operates Monday-Friday, 7 am - 4 pm Pacific Time.

PayTrace by North specializes in payment and ACH processing, virtual terminals, and other advanced solutions that transform financial and accounting processes for B2B businesses.

What You'll Do:

• Troubleshoot, diagnose, and resolve technical hardware and software issues for clients.
• Research questions and issues efficiently using all available information and resources.
• Identify and escalate situations that require urgent attention to appropriate teams.
• Log all help desk interactions meticulously via our computerized ticketing system (Team Support).
• Proactively contribute to building and maintaining support infrastructure and documentation, including external user-facing self-help systems and internal support documentation.
• Share knowledge and solutions with team members to foster a collaborative environment.
• Perform PayTrace product training and conduct product demonstrations for end-users.
• Maintain constructive relationships with merchants and resellers, actively listening to their needs and pain points to provide strategic feedback to other departments.

What We Need From You:

• High School Diploma or equivalent is required; a college degree is preferred.
• A minimum of one (1) year of customer service work experience.
• Ability to competently and confidently interact with merchants and sales partners.
• A strong problem-solver mindset.
• Polished written, verbal, and presentation communication skills.
• A positive team player, group collaborator, and interpersonal communicator.
• Proficient in Microsoft Office and/or Google Workspace, with the ability to quickly learn other relevant programs.
• High-level understanding of basic computer components, including operating systems, browsers, and peripherals (printers and other attached hardware).
• Flexible and eager to learn, willing to work on diverse tasks as needed.

How to Stand Out (Preferred):

• Thorough understanding of the payment industry, including knowledge of its structure, VISA and MasterCard interchange qualification, and PCI compliance.

What We Offer:

We provide a comprehensive benefits package designed to support our teams both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage
• Paid Time Off
• 401(k) + Match
• Mental Health Support & Well-Being Program
• Paid Maternity & Paternity Leave
• Education Assistance
• Company-funded Lifestyle Spending Account

Hourly Pay Range: $17-$21. Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your pay expectations and our full total rewards offerings throughout the interview process.

Who We Are:

PayTrace by North, your B2B payments experts, transforms financial and accounting processes to future-proof your business. With advanced payment automation solutions and a user-friendly API, they help B2B companies become more efficient, successful, and profitable. Processing more than $48 billion in payment transactions, PayTrace is committed to providing easy-to-use payment solutions and merchant services, with built-in PCI compliance and security, and 5-star service.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer. To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands

Key skills/competency

• Customer Service
• Technical Support
• Troubleshooting
• Payment Processing
• Client Relations
• PCI Compliance
• Documentation
• Problem Solving
• Communication Skills
• Product Training