Customer Support Representative II

PayJunction•Santa Barbara, CA

5d•Hybrid

About The Position

We are seeking a Customer Support Representative II to provide industry-leading customer support for our customers and ensure that all stakeholder requirements are met including those for our Sales, Underwriting, Risk, Engineering, and Accounting teams. PayJunction is relentless and emphatic about helping others. We exist to drive the success of our partners. Specifically, the developers who connect to us, businesses who process payments through us, and all of our team members who work with us at PayJunction. We believe dreams inspire people to start a business, and others to partner with them. While building dreams, entrepreneurs and business professionals will face many challenges along the way. We believe great partners can make all the difference. We are your dream partner. Your success is our success. Our dream is to help you realize yours. We exist to drive the success of our partners. We do this by fundamentally changing the way you transact with others. We just happen to make great payment systems. If you love helping others succeed, in a culture that celebrates perfecting your craft, consider partnering with us. PayJunction takes a Flex First approach to work environments. This means that our team members can choose to work from our Santa Barbara office or remotely from home. We ensure that everyone has the resources and equipment to work where they feel most productive. We trust our teams to make the best decision for their work environment. All PayJunction employees must reside in one of the following states: CA, IL, TX, MN, CO, GA, CT, MA, or NY. Our Customer Support team’s mission is to provide industry-leading customer service and technical support. We work as a team to empower our clients to succeed by providing them with the support and resources they need to take full advantage of our platform. We deliver prompt and accurate answers and solutions for our clients and we work closely with all departments to provide effective solutions to any issues that arise. PayJunction’s Customer Support team provides award-winning customer service and technical support that achieves perennial success by focusing on the core values that shape the way PayJunction does business.

Requirements

3-4 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
Comfortable using technology, including computers, software programs, and mobile apps.

Nice To Haves

ETA CPP certification is a plus.
Familiarity with Zendesk or similar customer service platforms is a plus.
Familiarity with Salesforce is a plus.

Responsibilities

Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
Manage internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
Guide new merchants through the onboarding process, providing clear instructions on how to use PayJunction and ensuring proper setup of partner software.
Accurately set up new accounts, assess for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
Ensure that relevant teams are included in communications and that stakeholder requests are addressed promptly.