📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Stax
• Location: Orlando, FL, United States
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-07-03
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

The Customer Support Specialist role at Stax focuses on ensuring a positive user experience for members by addressing their inquiries and resolving technical issues related to payment solutions. This involves handling a high volume of calls and maintaining key performance indicators (KPIs) while working collaboratively with the support team.

💻 Primary Responsibilities

📞 Call Handling & Troubleshooting

• Monitor and promptly answer an average of 300 incoming calls per month, maintaining an average call handle time of 20 minutes.
• Handle calls related to login help, transaction and deposit research, general inquiries, StaxPay how-tos, billing tickets, StaxPay troubleshooting, and basic terminal troubleshooting.
• Diagnose and troubleshoot basic technical issues across hardware and software platforms, identifying workarounds and resolutions.
• Coordinate troubleshooting efforts across multiple third-party vendors to provide full end-to-end troubleshooting, including systems outside of Stax’s control.

📊 KPI Maintenance & Process Improvement

• Maintain high data hygiene in internal systems and provide feedback to help identify trends and potential process improvements or customer experience enhancements.
• Effectively investigate and diagnose customer problems, including those involving data and systems of third parties such as back-end processors or banking partners.

🌐 Weekend & Evening Shifts

• May be assigned weekend and evening shifts to ensure adequate coverage and support for customers.

🎓 Skills & Qualifications

🎓 Education & Experience

• Proven experience of 2+ years working with customers in a customer service or technical support role.
• Strong communication skills, with the ability to work effectively within teams and in customer relations.
• Excellent phone etiquette and the ability to work under pressure in a fast-paced environment, prioritizing workloads efficiently.

🛠 Required Skills

• Excellent problem-solving skills and the ability to think strategically and creatively in decision-making.
• Strong customer empathy and the ability to de-escalate in emotional situations.
• Proficiency in standard business software (Microsoft Office, Google, etc.).
• Strong attention to detail and a strong work ethic.
• Bilingual - Fluent in English and Spanish (a plus).

💡 Preferred Skills

• Previous experience in technical or financial support.
• Ability to take direction and feedback well, yet being forward-thinking to challenge the status quo.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements as it is focused on customer support and does not involve web development or server administration tasks.

💵 Compensation & Benefits

💰 Salary Range

The salary range for this role is estimated to be between $35,000 and $45,000 per year, based on regional market data for customer support specialists in the Orlando, FL area.

🎁 Benefits

• Comprehensive benefits package (details not specified in the job listing).
• Opportunity for career growth and development within the company.

🕒 Working Hours

• Full-time position with an average of 40 hours per week.
• May include weekend and evening shifts.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (Fintech) Company Size: Medium-sized (100-250 employees) Founded: 2015

Stax is a payment processing company focused on providing innovative and secure payment solutions for merchants. Their customer-centric approach values strong communication, teamwork, and continuous improvement.

Team Structure:

• Customer Support Team, consisting of Customer Support Specialists, Support Team Leads, and a Customer Support Manager.
• Collaborative environment with cross-functional integration between customer support, sales, and product development teams.

Development Methodology:

• Agile methodologies for continuous improvement and adaptation to customer needs.
• Regular team meetings and one-on-ones to address customer feedback and identify areas for improvement.

Company Website: Stax Records

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position within the customer support career path, focusing on handling customer inquiries and troubleshooting basic technical issues.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager and works closely with the Support Team Lead and other support agents.

Technical Impact: This role directly impacts customer satisfaction and retention by addressing their concerns and resolving technical issues promptly and professionally.

Growth Opportunities:

• Progression to higher-level support roles, such as Support Team Lead or Senior Support Specialist.
• Transition to other departments within the company, such as sales, marketing, or product development, based on demonstrated skills and interests.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to facilitate teamwork and communication.

Office Location(s): Stax's headquarters is located in Orlando, FL, with the possibility of additional office locations in the future.

Workspace Context:

• Open-concept workspace with dedicated areas for team meetings and training sessions.
• Access to necessary tools and resources for effective customer support, such as customer relationship management (CRM) software and troubleshooting guides.
• Opportunities for professional development and growth through workshops, training sessions, and mentorship programs.

Work Schedule: Full-time position with a standard workweek of 40 hours, Monday through Friday. May include weekend and evening shifts to provide adequate customer support coverage.

📄 Application & Technical Interview Process

📝 Application Process

1. Submit your application through the provided application link.
2. Tailor your resume and cover letter to highlight your relevant customer service and technical support experience, as well as your strong communication and problem-solving skills.
3. Prepare for the interview by researching Stax's products and services, as well as their company culture and values.

📞 Phone Screening

• A brief phone or video call to assess your communication skills, availability, and basic understanding of the role.
• Be prepared to discuss your customer service experience and provide examples of how you have handled challenging customer situations in the past.

💻 In-depth Interview

• A more comprehensive interview to evaluate your technical troubleshooting skills, problem-solving abilities, and cultural fit with the Stax team.
• Be prepared to discuss your experience with customer support software, CRM systems, and any relevant technical certifications or training.
• Prepare questions to ask the interviewer about the team, company culture, and growth opportunities within the role.

📝 Final Interview & Offer

• A final interview with the Customer Support Manager or another senior member of the team to discuss your fit for the role and answer any remaining questions.
• If offered the position, review the salary, benefits, and work arrangement before accepting the offer.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not involve web development or server administration tasks, so there is no relevant technology stack or web infrastructure to discuss.

👥 Team Culture & Values

Customer Support Values:

• Customer-centric: Prioritize customer needs and satisfaction in all interactions.
• Proactive: Anticipate customer needs and address potential issues before they arise.
• Adaptable: Quickly learn and adapt to new products, services, and troubleshooting methods.
• Collaborative: Work effectively with team members and other departments to resolve customer issues efficiently.
• Continuously learning: Stay up-to-date with industry trends and best practices to improve customer support skills and knowledge.

Collaboration Style:

• Cross-functional integration: Collaborate with sales, marketing, and product development teams to ensure customer feedback is addressed and incorporated into decision-making processes.
• Regular team meetings: Participate in team meetings to discuss customer feedback, identify trends, and develop strategies to improve customer support and satisfaction.
• Peer-to-peer learning: Share knowledge and experiences with team members to enhance customer support skills and techniques.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing a high volume of incoming calls while maintaining an average call handle time of 20 minutes.
• Diagnosing and troubleshooting basic technical issues across hardware and software platforms, often involving third-party systems.
• Coordinating troubleshooting efforts with multiple third-party vendors to provide full end-to-end support for customers.

Learning & Development Opportunities:

• Attend workshops and training sessions focused on customer support best practices, technical troubleshooting, and communication skills.
• Seek mentorship from experienced team members to gain insights into career growth and development within the customer support field.
• Pursue relevant certifications or online courses to expand your knowledge and skills in customer support and related technologies.

💡 Interview Preparation

Technical Questions:

• Be prepared to discuss your experience with customer support software and CRM systems, as well as any relevant technical certifications or training.
• Demonstrate your problem-solving skills by walking the interviewer through a challenging customer situation you've handled in the past and explaining the steps you took to resolve the issue.
• Show your understanding of Stax's products and services by asking informed questions about their features, benefits, and potential troubleshooting scenarios.

Company & Culture Questions:

• Research Stax's company culture and values to demonstrate your fit for the role and enthusiasm for the opportunity.
• Prepare questions to ask the interviewer about the team, company growth, and potential career development paths within the customer support department.

Portfolio Presentation Strategy (N/A)

This role does not require a portfolio presentation, as it is focused on customer support and does not involve web development or server administration tasks.

📌 Application Steps

To apply for this Customer Support Specialist position at Stax:

1. Submit your application through the provided application link.
2. Tailor your resume and cover letter to highlight your relevant customer service and technical support experience, as well as your strong communication and problem-solving skills.
3. Prepare for the interview by researching Stax's products and services, as well as their company culture and values.
4. Practice common customer service scenarios and troubleshooting exercises to demonstrate your skills and confidence in handling challenging customer situations.
5. Review the salary, benefits, and work arrangement before accepting the offer, if extended.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.