Customer Support Representative II
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.
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.
Benefits
- Health, dental, and vision paid 100% by company for you and your dependents
- 401k with 6% match
- FSA and Dependent Care FSA
- Long-term & short-term disability coverage for you paid 100% by company
- 8 paid company holidays per year
- 2 paid floating holidays per year
- 1 paid volunteer day per year
- Paid Time Off
- Home office equipment stipend
- Annual Learning Stipend
- Quarterly “fun budgets” for team bonding events
- Opportunity to be part of a company that is changing a whole industry
- Opportunity for growth within the company
- Opportunity for remote, in-office, or hybrid work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
