L1 Customer Support Representative

Overview:
Customer Support Representative is the first line of support for all PrimeRevenue customers which include Buyers, Suppliers, Funding Partners, and Reseller Partners. This Level 1 Support TEAM is responsible for managing all incoming inquiries. Currently, our global support TEAM closes nearly 3,000 cases each month. For many customers in production, our Level 1 Support TEAM is the only contact they have with the PrimeRevenue organization.

**Responsibilities**:

- Analyze and resolve complex customer cases in a timely manner
- Utilize Excel for data analysis and reporting.
- Use Salesforce for customer relationship management.
- Communicate effectively with a global customer base.
- Manage all incoming inquiries (cases)
- Prioritize cases based on severity, customer, resources
- Maintain specific KPI targets for customer satisfaction, average time to close and response time

Qualifications:

- **
Cantonese or Mandarin language required, with the ability to read and write Chinese**:

- Excellent voice and conversational skills, including engaged listening, empathy, respect, and professional written skills to a global customer base.
- Exceptional problem-solving skills and the foresight to respond to the core issues presented in contact scenarios.
- Experience working with a complex process where attention to detail was necessary
- Excellent typing skills, verbal and writing communication with ability to respond in a clear and summarized way to our global clients
- Ability to leverage resources to figure out a problem (written material, internet searches, internal tools, and systems as well as colleagues)
- Ability to learn and navigate multiple systems, tasks and customer cases, sometimes simultaneously.
- Analytical thinking - Identifying process improvement opportunities and the education of processes required to enhance the service experience.

**WHAT IS PRIMEREVENUE ABOUT**:
Established in 2003, PrimeRevenue is the leader in working capital financial technology solutions. PrimeRevenue has the largest and most diverse global funding network of more than **100 funding partners**. Supporting **30+ currencies** on a single cloud-based, multi-lingual, cross-border network, PrimeRevenue facilitates a volume of more than **$250 billion** in payment transactions per year.

Offering working capital solutions for both accounts payable and accounts receivable, PrimeRevenue is the only supply chain finance provider offering hands-on, **24/7** global support and patent-pending technology.

This ensures our clients see more cash, faster, while ensuring sustainable cash flow gains year-over-year. With nearly **200** employees in offices around the globe, PrimeRevenue has a diverse, multi-lingual team that is quickly growing.

Our **smart, hungry, **and **humble** TEAM is dedicated to our values, **PRIDE + Integrity**. Performance, Respect, Innovation, Diversity, Excellence and Integrity are engrained in our culture and are integrated into everything we do — which ensures we deliver outstanding results for clients.

Our multicultural workplaces offer outstanding opportunities for professional and personal development. Like most successful companies, you'll find people who are highly intelligent, motivated, fun-loving and above all, ethical. At PrimeRevenue, you will work with a great TEAM that is pursuing a massive overall opportunity.

**PRIMEREVENUE PERKS**:

- Competitive pay, bonus, and retirement programs
- Generous benefits and time off programs
- Professional growth, learning, and development opportunities
- Innovative, global, TEAM centric environment
- Community service-oriented culture
- Collaborative, casual, fun, and flexible work environment with access to top technology, stocked breakrooms, and coffee bars
- TEAM events and employee celebrations