Corcentric Is Hiring A Support Specialist

Join Our Team as a Support Specialist at Corcentric! 🚀

Embark on a vibrant career with Corcentric, collaborating within a global, entrepreneurial organization where your bilingual skills will make a real impact in customer support across North America.

About the Role

As a Support Specialist, you will be an essential part of a spirited, team-oriented environment, providing top-tier phone and email support to clients in the US and Canada. This is a US-based work-from-home position, primarily serving states within the Central and Eastern time zones. You will report directly to the Manager of Payment Operations.

What You'll Do 🎯

• Respond promptly to customer inquiries—both technical and non-technical—via phone and email.
• Utilize your bilingual skills in French and English to support French-Canadian clients over the phone and email.
• Handle inbound and outbound calls using a soft-phone application with professionalism and chatty engagement.
• Manage case records using CRM tools, ensuring accuracy and efficiency.
• Gather contact information by navigating websites and search engines to facilitate payment execution.
• Report technical issues by submitting product and development tickets.
• Apply active listening and probing techniques to resolve customer concerns effectively.
• Troubleshoot payment declines and escalate complex issues appropriately.
• Investigate and resolve invoice discrepancies for a smooth customer experience.
• Maintain proper call etiquette by following established procedures.
• Ensure accurate updates in CRM and payment systems, managing payment cases responsibly.
• Verify user info to set up system administrators within the payment system interface.
• Resolve payment and invoice issues with suitable solutions.
• Follow security protocols to assist with profile management and data updates.
• Communicate clearly using email templates and case management protocols.
• Collaborate with clients’ Accounts Payable teams to resolve payment-related issues.
• Demonstrate critical thinking and sound judgment in decisions.
• Communicate professionally across all channels.
• Take ownership of your responsibilities, ensuring follow-through.
• Participate in team improvement initiatives and respond positively to coaching.
• Work well with teammates to achieve shared goals.

Requirements ✅

To excel in this role, you should have:

• Excellent verbal, written, and interpersonal communication skills, with a focus on quality service
• Bilingual fluency in English and Canadian French or Québécois
• Intermediate proficiency with PC software (MS Office, internet, web-based applications)
• Attention to detail and accuracy in data entry and case management
• Strong accountability and time management skills to meet deadlines independently
• Effective collaboration skills and eagerness to contribute to team success
• Ability to quickly learn new skills in a dynamic environment
• Coachability with a desire to improve through feedback

We are committed to your success, and these skills are key to thriving at Corcentric!

Nice-to-Haves 🌟

• Previous experience in customer support or a call center environment
• Familiarity with online payment systems and IVR navigation
• Experience with CRM systems and MS Excel
• Knowledge of payment processing or billing systems

Benefits & Perks 🎁

We value our employees and their contributions, offering a comprehensive benefits package to support your well-being and professional growth:

• Generous paid time off, increasing with tenure
• Eight paid holidays + three personal days to celebrate what matters to you
• Annual paid day off for volunteering at causes close to your heart
• Paid maternity, paternity, secondary caregiver, and adoptive leave
• Company-paid life and disability insurance
• 401k with company matching
• Medical plans, including PPO and HDHP options with HSA contributions
• Dental coverage, including orthodontia
• Vision plans with LASIK discounts
• Insurance coverage starting from the first month post-start date
• Cost-free Employee Assistance Program (EAP) offering 24/7 confidential counseling and support services

Work Environment & Additional Info

This role involves routine use of typical office equipment—computers, phones, printers, and filing cabinets. Occasional travel may be required based on business needs.

Corcentric is an equal opportunity employer, embracing diversity and inclusion, and does not discriminate based on race, gender, age, religion, or any other protected status.