Customer Support Representative III (Tech Support 1)

Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits.

Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!

The Customer Support Representative III primary focus is the Help Desk and is responsible for providing technical support, internet, and procedural support to our store associates. Support is delivered via chat, telephone, tickets, and email. This position reports to the Customer Support Supervisor. This role supports our ACE Cash Express brand with 900+ store locations.

Major Responsibilities

• Address technical and procedural inquiries from store associates. Technical issues could include but are not limited to printer/panini issues and resetting logins/passwords.
• Perform technical troubleshooting and diagnose hardware and software issues
• Implement solutions and escalate issues
• Stay current regarding various product offerings as well as state regulations/requirements
• Create and document tickets for all inquiries, ensuring accuracy
• Demonstrate a commitment to customer service by showing a positive attitude towards colleagues, customers, and employers
• Ensure the safeguarding of customer information
• Achieve satisfactory performance in all areas such as, but not limited to, call monitoring, attendance, ticket resolution, and knowledge testing

Key Competencies

• Excellent written and verbal communication
• Sense of urgency
• Collaboration
• Effective multi-tasking
• Problem solving
• Attention to detail
• Organization
• Results driven
• Effectively integrates change and demonstrates flexibility
• Technical

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand, or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.

Position Type/Expected Hours of Work

This is a full-time position. This position might require after hours and weekend work. Days and hours of work include the following shifts:

Shift 1 – Mon-Fri 8:00am-4:30pm and every other Saturday

Shift 2 – Mon-Fri 9:00am-5:30pm and every other Saturday

Shift 3 – Tue-Sat 8:00am-4:30pm

Shift 4 – Tue-Sat 10:30am-7:00pm

Shift 5 - Tue-Sat 11:30am-8:00pm

Shift 6 – Mon-Fri 1:00pm-9:30pm

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in some work environments can be moderate.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

EEO Statement

Populus Financial Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. In compliance with applicable law, Populus Financial Group does not discriminate against any applicant or employee on the basis of race, color, religion, creed, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), national origin or ancestry, ethnicity, age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, pregnancy status, or any other protected classification. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, discipline, compensation, benefits, and termination of employment.