Title: Merchant Services Specialist
Department: Customer Support
Reports to: Director of Customer Support
Job Overview
As a SaaS Merchant Support Specialist, you will play a crucial role in ensuring the smooth operation of our payment processing systems Clubspeed, LLC products. Your primary responsibility will be to onboard and provide support to our clients and internal teams regarding payment processing issues, ensuring timely resolution and maintaining high customer satisfaction levels. You will collaborate closely with cross-functional teams to troubleshoot, analyze, and resolve payment-related issues and contribute to the continuous improvement of our payment processing systems.
Key Responsibilities:
Customer Support
- Provide timely and effective payments related support to clients and internal teams regarding payment processing issues through various channels such as email, phone, and chat.
- Diagnose and troubleshoot payment processing errors, discrepancies, and technical issues reported by clients or detected internally.
- Process all SpeedPay underwriting applications which could include creating an account, ordering devices, enabling devices, MIDs, education and full onboarding.
- Process all payment processing related account changes as needed.
Issue Resolution:
- Investigate and analyze payment-related issues to identify root causes and implement appropriate solutions.
- Collaborate with internal teams, including support, CSMs, developers, product managers, and QA engineers, to resolve complex payment processing issues and ensure timely resolution.
Documentation and Knowledge:
- Document support processes, troubleshooting steps, and resolutions to build a knowledge base for future reference and training purposes.
- Share insights and best practices with the team to enhance overall efficiency and effectiveness in handling payment processing support requests.
- Ensure Customer Support teams are continuously trained and educated on payments related issues.
Reporting and KPIs:
- Maintaining and updating CRMs and other tools related to tracking underwriting applications and boarding new customers onto payments systems.
- Maintain, update and submit daily, weekly and monthly payment processing logs and reporting from processors.
- Maintaining and updating KPIs to direct manager as well as ad hoc reporting as necessary
Quality Assurance:
- Conduct thorough testing and validation of payment processing features and functionalities to ensure accuracy, reliability, and compliance with industry standards and regulations.
- Proactively identify potential issues or areas for improvement in payment processing workflows and systems and collaborate with relevant teams to address them.
Communication and Collaboration:
- Maintain clear and open communication channels with clients and internal stakeholders to provide regular updates on the status of payment processing issues and resolutions.
- Collaborate with cross-functional teams, including customer success, sales, and finance, to address client concerns, gather feedback, and implement improvements to the payment processing experience.
- Other duties as assigned
Qualifications:
- Proven experience (2+ years) in technical support or customer service roles, preferably in a SaaS or fintech environment.
- Proficiency in troubleshooting and resolving technical issues related to payment processing, with experience in using ticketing systems and CRM platforms.
- Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical audiences.
- Strong analytical and problem-solving skills, with a keen attention to detail and a proactive approach to identifying and resolving issues.
- Ability to work independently and collaboratively in a fast-paced environment, prioritize tasks effectively, and adapt to changing priorities and requirements.
Nice to Haves:
- Strong understanding of payment processing systems, including knowledge of payment gateways, merchant accounts, and related technologies (e.g., APIs, webhooks).
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field preferred.
- Familiarity with regulatory requirements and security standards related to payment processing (e.g., PCI DSS) is a plus.
- This position may require occasional weekend or evening availability to provide support during peak times or urgent situations.
