Payment Support Specialist

Quilt Software · Provo, UT · 2 wk ago

On-siteOTHRFull-time

Respond to escalated customer inquiries regarding payment issues through various channels (phone, email, chat, transfer from Product Support)
Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues
Maintain accurate records of customer interactions, transactions, and issues resolved
Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries
Manage the inbound phone queue to ensure timely and effective resolution to customer calls
Provide support for payment processing hardware, including troubleshooting and resolving technical issues
Handle inquiries and processes related to bank account changes for payment processing
Work with payment partners to elevate or escalate ongoing issues and ensure timely resolution

Education: BA or BS degree (preferred but not required)
Experience: 1-2 years of work experience in customer service, software implementation, or customer onboarding
Technical Skills: Experience with Google Suite, outlook and Salesforce preferred but not required
Task Management: Ability to manage multiple tasks
Proactivity: Proactive and innovative approach to work
Communication Skills: Superb written and verbal communication skills with an understanding of situational best practices
Organizational Skills: Unmatched organizational skills
Attitude: Positive attitude and empathetic demeanor
Customer Focus: A strong commitment to providing excellent customer service
Team Player: Ability to work collaboratively with cross-functional teams

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