What are the responsibilities and job description for the Payments Support Specialist position at Tekmetric?
What You’ll Do
Tekmetric is looking for a Payments Support Lead to perform the following tasks:
- 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
- Troubleshoot and escalate technical issues to partners as needed to address and find resolution
- 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
- Assist Underwriting and Risk teams in communicating to merchants any outstanding documents needed
- Help develop and implement standard practices and procedures and document within knowledge base
- Ability to efficiently and independently perform all job duties
- Participate in cross-functional team projects
- Help the team achieve its benchmarks and goals
What You’ll Bring
- 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
- Ability to communicate clearly and effectively while remaining patient and demonstrating empathy
- Detail-oriented and organized
- Ability to use multiple systems while troubleshooting and researching issues
- Thrives working independently and is self-motivated