Tier 3 Production Support Specialist providing technical support in healthcare technology. Enhancing customer experience by addressing software - related inquiries and issues across the production environment.
About the role
- Customer Support Representative providing industry-leading support for clients in the payments sector at PayJunction. Responding to inquiries and managing support tickets in a collaborative environment.
Responsibilities
- Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
- Manage internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
- Guide new merchants through the onboarding process, providing clear instructions on how to use PayJunction and ensuring proper setup of partner software.
- Accurately set up new accounts, assess for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
- Ensure that relevant teams are included in communications and that stakeholder requests are addressed promptly.
Requirements
- 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
- Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
- Familiarity with Zendesk or similar customer service platforms is a plus.
- Familiarity with Salesforce is a plus.
- Comfortable using technology, including computers, software programs, and mobile apps.
Benefits
- Health, dental, and vision paid 100% by company for you and your dependents
- 401k with 6% match
- FSA and Dependent Care FSA
- Long-term & short-term disability coverage for you paid 100% by company
- 8 paid company holidays per year
- 2 paid floating holidays per year
- 1 paid volunteer day per year
- Paid Time Off
- Home office equipment stipend
- Annual Learning Stipend
- Quarterly “fun budgets” for team bonding events
- Opportunity to be part of a company that is changing a whole industry
- Opportunity for growth within the company
- Opportunity for remote, in-office, or hybrid work
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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