What are the responsibilities and job description for the Payment Services Support Specialist position at Fullsteam?
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The Payment Services Support Specialist is a business-essential role that conducts payment processing support and terminal support according to established productivity and service quality standards. The Payment Services Support Representative communicates with internal and external resources including but not limited to management, account managers, portfolio companies, clients, and third-party vendors, verbally and in writing. The representative also resolves escalated and nonescalated investigations within required timeframes and uses multiple applications to log all activities.
Primary Responsibilities of Payment Services Support Specialist:
- Develop deep knowledge of the systems and terminals offerings
- Ability to take initiative and develop approaches for solutions
- Partner with clients to effectively resolve issues through phone (primary channel), email and ticketing system
- Answer how-to questions and help both Portfolio company support, and clients navigate a variety of tools
- Diagnose hardware issues and engage with multiple groups using established processes
- Provide support & guidance to support teams across Fullsteam customer base that use our tools
- Communicate thoughtful, customized solutions that help clients
- Collaborate with internal teams and portfolio company support teams to identify opportunities for support improvements
- Show composure, resilience and flexibility as customer needs evolve and ticket volume changes
- Utilize the internet and multiple research tools when necessary
- Use multiple systems, applications, and procedures to accurately resolve questions and Issues
- Communicate verbally and in writing with portfolio companies, clients, and third-party vendors as required to research and resolve payment issues
- Resolve escalated issues within published timeframes
- Enhance organizational reputation by meeting or exceeding published service quality metrics
- Cross train to support other functions within the department as business needs require
- Ability to work Flexible schedule for on-call support
- Perform other duties as assigned
Primary Qualifications:
- Strong ability to problem-solve
- Previous experience working in a technical troubleshooting position
- Familiarity with payment terminals for operation and technical support a plus
- Communicate effectively with customers to identify needs and provide solutions
- Minimum one (1) year of merchant and/or payment experience
- Excellent communication skills, both written and verbal
- Solid organizational and time management skills
- Sound judgment, strong problem solving and analytical skills
- High motivation and attention to detail
- Efficiency and attention to take ownership of actions and initiative
- Ability to learn quickly and to work both independently and as part of a team toward the achievement of client and team goals
- Must have good Microsoft office skills with a working knowledge of Word and
Success factors/job competencies:
- Action Oriented & Drive for Results: Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward. Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results. Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
- Critical Thinking & Continuous Development: Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty. Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Deals with concepts and complexity comfortably; capable, and agile. Applies new learnings to enhance productivity and quality of the work without prompting. Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.
- Communication & Relationship Building: Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other’s reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
Benefit Information:
Fullsteam and its Family of Companies offers a competitive wage as well the following benefits:
- Major Medical
- Dental
- Vision
- 401k with Company Match
- Paid Holidays
- Personal Time Off
- Employer Paid Short Term Disability & AD&D
- Other employee paid supplemental insurances offered
Physical demands and work environment:
Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.
This position has option to work from home opportunities upon manager approval and on-call shift duties. The candidate would need to have a suitable work environment set up as their home office and be comfortable managing their own schedule in a non-corporate office environment.
EEOC & ADA Statement:
Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.
Salary : $2 - $7
Operations Analyst
Global Payment Holding Company -
Columbus, GA
