The Senior Customer Support Representative will be part of our World Class Customer Support team and will be responsible for supporting the business and technical needs of our growing client base. As a Senior Customer Support Representative, you will be assisting Authorize.net clients with their payment gateway accounts through inbound phone calls, chats, and support center case work. This position will be in located in Lehi, Utah. Shifts vary from 6am to 8pm, 7 days a week.Essential FunctionsResponds to incoming client requests, proficiently and professionally while exceeding clients’ expectationsAnswer client questions and resolve problems related to billing, account management, product utilization, website integration, connectivity methods and other technical issuesThoroughly describe and document work using Microsoft Dynamics which includes escalating support cases and collaborating with leadership or Product Support as needed to provide one contact resolutionCommitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and Satisfaction with ResolutionAbility to deliver results with operational efficiencyRequired proficiency in case management by proactively managing each case from creation to resolution.Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead CourageouslyPosition Details:Competitive start rate with shift differential along with bonuses and an annual review of compensation.Paid 10-week training. Start date to be determined. Training schedule is Monday-Friday, 8:00am-5:00pm MSTShifts start times vary from 6:00 am to 11:30 pm MST, 7 days a weekExtensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period401k plan with company 2 to 1 match (2 Dollars for every 1 Dollar you contribute up to 5 percent of your base pay for a total of 10 percent)- always fully vestedGenerous paid time off (21 days for years 1-5, and increases after that)12 paid holidays per yearEducation assistance, adoption assistance, and commuter assistanceRewarding environment with opportunity for career advancementEmployee stock purchase program allows employees to purchase Visa stock at a 15% discountThis is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.