Bilingual Customer Support Specialist

Overview

Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization. Perform a variety of activities that result in one call resolution for inbound customer support calls. Responsible for monitoring and assisting with merchants’ Payment Card Industry compliance.

Shift: 11:00 AM – 8:00 PM CST (Shift only).

• Serves as first line of support for merchant and partner issues and inquiries.
• Resolves product or service problems by researching and determining the cause of the problem, expediting correction and documenting and following up to ensure resolution.
• Obtains and evaluates all relevant information to handle product and service inquiries.
• Provides escalated technical support to customers among a variety of product categories, resolving issues according to prescribed standards and procedures.
• Works with internal departments to ensure a high level of support for the merchant and partner.
• Proactively contacts merchants for PCI compliance needs, assists with the completion of PCI questionnaires, schedules and monitors applicable PCI scans.

• Identifies and documents hardware and software issues that require further escalation and tracks them through to resolution.
• Provides software and terminal training to merchants and assures compliance standards are met.
• Updates merchant information in databases as needed.
• Escalates issues to supervisors when necessary.
• To remain innovative and efficient, the use of AI tools is typical and expected within this role and at Basys.
• Completes other assigned duties and projects as requested.

• Ability to speak and write English and Spanish fluently.
• Strong communication, both written and verbal.
• Great active listening skills.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast‑paced environments.
• Troubleshooting skills, either basic or advanced, depending on the role and industry.
• Computer literacy.
• Phone skills, including familiarity with complex or multi‑line phone systems.
• In‑depth knowledge of a company's products and/or services.
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.

• Associate’s or Bachelor’s Degree preferred.
• A minimum of one year’s experience in a financial institution or customer service required.
• Strong communication skills required.
• Proficiency in Microsoft Office Suite, CRM.

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. BASYS is proud to maintain the industry-leading Net Promoter Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70–75%. We feel that this is a perfect example of how our customer‑oriented business model sets us apart.

Basys is an equal opportunity employer.