[Hiring] Payments Support Specialist @Quilt Software

Role Description

Quilt is looking for an experienced Payment Support Specialist to join our growing CX team! In this role, you will serve on a team of support specialists and act as an internal advocate for our customers. The Payment Support Specialist is vital in helping our new and existing customers troubleshoot and resolve issues around processing and payments.

• Customer Support: Respond to customer inquiries regarding payment issues through various channels (phone, email, chat).
• Issue Resolution: Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues.
• Transaction Monitoring: Monitor payment processing systems to ensure transactions are completed successfully.
• Documentation: Maintain accurate records of customer interactions, transactions, and issues resolved.
• Payment Process Management: Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries.
• SLA Compliance: Ensure adherence to Service Level Agreements (SLAs) to meet customer expectations and business requirements.
• Inbound Phone Queue Management: Manage the inbound phone queue to ensure timely and effective response to customer calls.
• Hardware Support: Provide support for payment processing hardware, including troubleshooting and resolving technical issues.
• Bank Changes: Handle inquiries and processes related to bank account changes for payment processing.
• Partner Collaboration: Work with payment partners to elevate or escalate ongoing issues and ensure timely resolution.

Qualifications

• Education: BA or BS degree (not required)
• Experience: 1-2 years of work experience in customer service, software implementation, or customer onboarding.
• Technical Skills: Experience with Google Suite, Outlook, and Salesforce preferred but not required.
• Task Management: Ability to manage multiple tasks.
• Proactivity: Proactive and innovative approach to work.
• Communication Skills: Superb written and verbal communication skills with an understanding of situational best practices.
• Organizational Skills: Unmatched organizational skills.
• Attitude: Positive attitude and empathetic demeanor.
• Customer Focus: A strong commitment to providing excellent customer service.
• Team Player: Ability to work collaboratively with cross-functional teams.

Benefits

• Clear performance standards and expectations
• Opportunity to influence your career path within the organization
• Comprehensive benefits package including medical, dental, and vision coverage.
• 401 (k) Opportunity with Company Match
• Up to 3 weeks of paid time off
• Paid Parental Leave
• Opportunities for career growth and advancement within a rapidly growing company.
• Fun and collaborative work environment with a focus on teamwork and innovation.