Merchant Support Specialist

As a Merchant Support Specialist at Upgrade, your key responsibilities include managing high-volume inbound and outbound calls from consumers and contractors, troubleshooting product issues, and providing step-by-step support during the onboarding process for merchants. You will also engage in proactive call campaigns and respond to inquiries via email, ensuring each customer receives top-notch service.

To excel as a Merchant Support Specialist at Upgrade, you should have proven experience in a call center environment, exceptional verbal and written communication skills, and strong problem-solving abilities. Adaptability, a collaborative spirit, and an empathetic attitude toward customers will also be essential qualities that align with Upgrade's culture.

The Merchant Support Specialist plays a crucial role in enhancing customer satisfaction by promptly addressing inquiries, resolving issues, and providing support throughout the customer journey. Your ability to clearly communicate technical details and actively seek feedback will help ensure that every customer interaction is positive and leads to continual improvement in service.

At Upgrade, the work environment is collaborative and inclusive. As a Merchant Support Specialist, you'll work in an open office space with dedicated team members who strive to help one another succeed. The culture emphasizes personal growth, innovation, and making a meaningful impact in people's lives.

Upgrade offers a comprehensive benefits package to its Merchant Support Specialists, including paid time off (PTO), 401K matching, and medical, dental, vision, and life insurance. In addition, the company promotes health and wellness through incentive programs and maintains a fully stocked kitchen for its employees.

When answering this question, highlight specific situations in past roles where you successfully managed high call volumes, mentioning techniques you used to stay organized and maintain quality support. Demonstrate your ability to remain calm under pressure and showcase any metrics that illustrate your success.

Explain your systematic approach to resolving technical issues, showcasing your troubleshooting skills and customer service orientation. Discuss how you empathize with customers’ frustrations and keep them informed throughout the resolution process.

Share your key strategies, such as active listening, staying patient, and providing thorough explanations. Illustrate with anecdotes how you’ve used these approaches to enhance customer experience in previous roles.

Discuss your prioritization methods, such as assessing urgency and impact, and how you efficiently manage your time during peak periods. Give an example of a time when your prioritization led to successful outcomes.

Talk about your communication style, willingness to share customer feedback, and how you have successfully resolved issues by working closely with cross-functional teams in previous experiences.

Provide a specific scenario where you exceeded a customer’s expectations, detailing the actions you took, the challenges faced, and the positive outcome for the customer and company.

Describe your ability to efficiently handle inquiries without sacrificing the quality of service. Consider providing an example where you successfully navigated a busy period while maintaining high standards.

Your answer should reflect your passion for customer service, alignment with Upgrade's mission, and excitement about contributing to a team known for innovation and integrity. Explain how your values align with the company’s culture.

List any relevant customer support software you’ve used, such as CRM systems or ticketing tools, and express your willingness to learn new platforms if needed, showcasing your adaptability.

Illustrate your approach to handling difficult situations with professionalism and empathy. Provide an example of an escalated issue you resolved positively, demonstrating your problem-solving skills and emotional intelligence.