Remote Payment Services Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing! Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Job Summary:

Assists customers and Business Units with merchant account changes and financial questions around billing, fees and reconciliation.

Responsibilities and Duties:

• Develop understanding of internal/external systems and features we support.
• Provide first-class customer support via phone, email, and ticketing.
• Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues and resolutions.
• Validate and execute requests for changing and confirming Banking, Funding, customer contact information.
• Assist customers with reconciliation of batches, statements, deposits, and funding.
• Answer questions around billing, fees, and pricing.
• Manage communications between portfolio companies, clients, and third-party vendors.
• Resolve escalated issues within published timeframes.
• Cross train to support other functions within the department as business needs require.
• Adapts to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management.

• Must work the hours and location as assigned by management.
• Demonstrates commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines.

Skills and Competencies:

• Familiarity with payment device operation and technical support a plus
• Solid organizational and time management skills
• Sound judgment, strong problem solving and analytical skills
• 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
• Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines.
• Ability to effectively speak, write, and understand the English language. Excellent written and verbal communication skills with the ability to communicate with leadership staff, cross functional teams, and external sources.
• Ability to use computers and computer systems to navigate databases, enter data, and process information.

• Ability to understand software products, including but not limited to Microsoft Office.

Experience and Education Requirements:

• High School diploma or GED
• At least one (1) year of experience working in a customer service, technical troubleshooting position
• Minimum one (1) year of merchant and/or payment industry preferred

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.
URL:  https://fullsteam.wd1.myworkdayjobs.com/en-US/External/job/Remote—US/Payment-Services-Support-Specialist_JR101005

Tagged as: Full Time, Remote