PCI Technical Support Representative

As a PCI Technical Support Representative at Aperia Compliance, your key responsibilities will include guiding merchants through the PCI assessment questionnaire, providing consistent quality service over various communication channels, identifying and clarifying merchant needs, and accurately entering data into our database. You'll use your problem-solving skills to assist merchants with any technical issues they encounter and ensure timely follow-up to resolve inquiries.

To qualify for the PCI Technical Support Representative position at Aperia Compliance, candidates should possess customer service experience, exceptional communication skills, and the ability to multitask. Familiarity with Windows, internet browsers, and basic computer networks is essential. As part of the recruitment process, applicants must also be willing to undergo a background investigation.

In the role of a PCI Technical Support Representative at Aperia Compliance, you will provide support by answering inbound merchant inquiries through phone calls, chats, or emails. Your duties will involve guiding them through the PCI assessment process, addressing their concerns, troubleshooting technical issues, and ensuring they are informed and satisfied with the service they receive.

Yes, Aperia Compliance provides thorough training for new PCI Technical Support Representatives to ensure they are equipped with the knowledge and skills needed to succeed. Training will cover the PCI assessment process, customer service best practices, and how to manage technical inquiries effectively in line with the company’s values.

The work environment for a PCI Technical Support Representative at Aperia Compliance is supportive and collaborative. You’ll be part of a dynamic team that values communication and teamwork while focusing on providing the best service to merchants. Our culture promotes professional growth and a positive atmosphere, making it a great place to develop your career.

When dealing with difficult customer inquiries, I prioritize active listening to understand the merchant's concerns fully. I maintain a calm demeanor and respond with empathy, assuring the merchant that I am there to help. I then clarify the situation, provide accurate information, and work diligently to find a solution that meets their needs.

My experience with PCI compliance includes assisting clients in understanding the requirements and helping navigate the assessment process. PCI compliance is crucial as it protects cardholder data and ensures secure transactions, which directly impacts the trust and satisfaction of our merchants and customers.

To prioritize tasks when supporting multiple merchants, I assess the urgency and importance of each request. I utilize lists or digital tools to track inquiries and set reminders for follow-ups. Ensuring clear communication with merchants about timelines also helps manage their expectations effectively.

I once handled a complaint where a merchant felt they were not receiving timely support. I empathized with their frustrations, clarified the misunderstandings, and assured them of my commitment to resolving their issue swiftly. By providing timely updates and a solution, I was able to regain their trust and improve their experience.

The most rewarding aspect of working in customer service is the opportunity to make a tangible difference in someone's day. Helping merchants navigate their challenges and seeing their satisfaction when issues are resolved gives me immense fulfillment and drives me to provide exceptional service.

I ensure clear communication by tailoring my language to suit the audience. For technical users, I use industry-specific terms, while for non-technical users, I simplify explanations and avoid jargon. I always encourage questions, ensuring they fully understand the information provided.

I am well-versed in CRM tools for managing customer inquiries, ticketing systems for tracking support requests, and communication platforms like chat and email. I'm also skilled in using collaboration tools and have a solid understanding of the Windows environment, which supports efficient data management.

In a situation where I don't know the answer, I would first assure the merchant that I will find the information they need. I would then utilize available resources, consult with colleagues if necessary, and follow up promptly with the correct information, ensuring the merchant feels supported throughout the process.

I believe working at Aperia Compliance would be a great fit due to my passion for customer service and interest in the payments industry. I resonate with the company's mission to secure transactions and optimize merchant experiences and am excited about the opportunity to contribute to a team that values collaboration and innovation.

If a merchant is unhappy with the solutions provided, I would first listen to their concerns and ask for specifics about what they are dissatisfied with. I would empathize with their feelings and explore alternative solutions and options for addressing their issues, valuing their feedback to improve our service.