We set out to make payment solutions so easy they practically support themselves. But you know how the song goes: We all need somebody to lean on. For PaymentSpring customers, that somebody is our support team.
Our customer service team specializes in answering tough questions and helping clients find creative payment solutions. We sat down with Steven Burnett, one of our implementation specialists, for a glimpse into what it’s like helping clients work through their payment processing needs.
What do you do on a day-to-day basis?
I take a lot of customer service calls helping our clients solve reporting questions they might have or Gateway improvements they’d like to see. Sometimes they just want help navigating the system. Every time I’m on a call, I take that opportunity to educate people on the credit card industry.
What do you like about your job?
I love helping customers to the best of my ability, taking time to understand everyone’s needs and giving them the best solution I can. Being someone people can rely on is one of my favorite things about coming to work every day.
What’s one of your most memorable customer interactions?
When a school called experiencing a high volume of chargeback activity, it turned out these card transactions were being fraudulently submitted by a customer. It was a negative experience for our client, but I was able to help them understand they weren’t in the wrong.
By the time we were done talking, they felt empowered with the info they received and grateful for the help finding the path to resolution.
Which of our values speaks to you the most?
We shake things up. I love PaymentSpring’s ambition. We’re continually developing the most versatile product in the industry, and everybody’s working really hard to build the finest solution around.
So, what do you do when you’re not providing best-in-class customer service?
I like traveling and mechanics—I’m a car buff, and I like cleaning and working on vehicles. I also like building computer hardware and PC gaming. When the weather’s nice, I like to get outside for cycling.
Anything else you’d like to get off your chest?
One thing customers should always know about this business is they should never hesitate to pick up the phone and ask a question. Our customer service is unique in that we do have a support team, not just a support website. Our vision is to educate our clients, and we want to take every opportunity to do that. I always want to help!