[Hiring] Payment Support Specialist @Housecall Pro

Role Description

As a Payment Support Specialist, you are the external voice to our service professionals (our Pros) on all matters payments-related. You are a great communicator who is comfortable engaging in difficult conversations. You listen well, establish rapport quickly, and can transmit complex information in a straightforward manner. You support investigations into high-risk accounts and transactions and troubleshoot technical errors. As a direct connection to our Pros, you are responsible for sharing insights with risk, product, engineering, and customer success teams to help us champion their success.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

• Point of contact with customers via written and verbal communication regarding payments issues (i.e. lending, account takeovers, debt collection, account reconciliation, high risk transactions)
• Assist pros with securing accounts and provide best practices for maintaining account security
• Interpret and assist with reconciliation of merchant services account ledger
• Troubleshoot issues and provide assistance to a broad base of customers
• Provide Pros with best practices on chargeback prevention and mitigation, and support chargeback evidence collection and submission
• Communicate with engineering and product teams to identify and problem-solve technical errors
• Collaborate with Risk team regarding high-risk accounts, transactions, and activity

Qualifications

• 1-2 years of experience in full-time customer support, account management, or sales
• Experience with Salesforce
• Experience with Stripe or other merchant service provider
• Tech support experience preferred
• Bachelor's degree preferred

Requirements

• High attention to detail
• Excellent reading comprehension
• Experience in developing relationships with customers
• Professional attitude and demeanor when interacting with others

Benefits

• Competitive salary range of $21,000-$25,000 USD per year
• Opportunity to work in a diverse and inclusive environment
• Support for career growth and development