Payments Support Specialist

About the role

Tekmetric is seeking a Payments Support Specialist to join our dynamic team. This role involves responding to escalations from Tier 1 and Tier 2 Customer Support, troubleshooting and resolving complex Integrated Payments issues, and assisting with various administrative tasks.

Responsibilities

• Respond to escalations from Tier 1 and Tier 2 Customer Support troubleshooting and resolving complex Integrated Payments issues
• Resolve merchant issues and complaints with a solutions-oriented approach while retaining ownership and communicating the current status
• Thoroughly document phone conversations in appropriate systems
• Place orders and return requests for Stripe Terminal card readers ensuring all data is accurate and send notifications and labels to merchants
• Notify merchants by ticket and phone call when disputes are initiated
• Write chargeback rebuttal statements, gather, and submit documentation as evidence to counter disputes
• Review approved applications, verify pricing and information in Stripe match notes from Underwriting, and correct as needed
• Absorb and implement standard practices and procedures and document within knowledge base
• Able to efficiently and independently perform all job duties
• Participate in cross-functional team projects
• Help the team achieve its benchmarks and goals

Requirements

• Minimum of 2 years experience in a Support role
• Experience with Stripe or other payment gateways and processors is a plus!
• Skilled in using CRM systems such as Zendesk and Hubspot
• Detail-oriented and organized
• Ability to use multiple systems while troubleshooting and researching issues
• Thrives working independently and is self-motivated

Qualifications

• Ability to communicate clearly and effectively while remaining patient and demonstrating empathy
• Efficient and independent problem-solving skills
• Strong organizational and time management skills

Skills

• Excellent communication and customer service skills
• Technical proficiency with payment processing systems
• CRM system experience (Zendesk, Hubspot)
• Problem-solving and analytical skills

Benefits

• Health & Wellness: Competitive base salaries, generous Paid Time Off, comprehensive health benefits, and wellness programs
• Investing in Your Future: 401(k) retirement savings plan with 100% employer match, Flexible Spending Accounts (FSA), and Health Savings Accounts (HSA)
• Professional Development: Continuing education opportunities and support
• Company Culture: A supportive and inclusive environment with a strong team and engaging activities

Pay

Competitive base salary with a 100% employer match on contributions up to 6% in the 401(k) retirement savings plan.

Schedule

Hybrid and remote work model based on proximity to office hubs, with occasional travel required for team and company-wide offsites.