Gateway Support Rep 1

This is a Fully Remote Job About Our Client:The organization operates within the financial services and payment processing industry, addressing the challenge of providing efficient and reliable payment solutions for businesses. It supports over 1.5 million customers worldwide by offering tailored payment platforms and ecosystems designed to help clients achieve their financial goals through innovative technology. About the Opportunity:The GATEWAY SUPPORT REP 1 serves as the first line of technical support for businesses relying on payment processing technology. This role is responsible for troubleshooting issues related to payment gateways, software, and hardware, while delivering quality customer service. The position is vital in ensuring smooth payment operations for merchants, directly impacting customer satisfaction and operational efficiency. Responsibilities:Respond to inbound technical support calls from merchants and business clients.Diagnose and resolve payment gateway, software, and hardware issues.Guide customers through troubleshooting steps via phone.Accurately document customer interactions and troubleshooting activities.Handle email inquiries between calls.Collaborate with team leads and Tier 2 support for escalations.Communicate effectively during high-pressure situations and service disruptions.Stay updated on new technologies, system updates, and business processes. Requirements:Minimum 1 year experience in technical support, help desk, call center, or customer service.Basic troubleshooting experience with software, hardware, or technical systems.Strong verbal communication skills.Ability to explain technical concepts to non-technical individuals.Strong customer service and problem-solving abilities.Ability to multitask across phone conversations, documentation, and team communication.Preferred: Associate's degree or coursework in IT, Computer Science, or related field.Preferred: Technical certifications or training.Preferred: Experience in call center or IT support.Preferred: Experience supporting payment systems, point-of-sale systems, financial services technology, or merchant services. Pay Range and Compensation Package:Pay range: $20.00 to $26.39 per hour, based on location. Benefits & Perks:Healthcare including medical, dental, and vision insurance.Basic and optional term life insurance.Short-term and long-term disability coverage.Pregnancy disability and parental leave.401(k) plan and employer-funded retirement plan.Paid vacation from two to five weeks depending on grade and tenure.Up to 11 paid holidays.Adoption assistance.Sick and Safe Leave accruals. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.