Customer Support Specialist III - Stax Payments
About The Position
PracticeTek is seeking a Customer Support Specialist III to join their team. This role involves resolving complex STAX payment issues, owning escalated cases, and providing top-tier support to customers. The ideal candidate will improve support processes by identifying recurring issues and recommending solutions. Success in this role is measured by the ability to resolve complex STAX payment issues accurately and on time, provide clear details and next steps for escalated issues, communicate proactively to maintain customer trust, identify ways to reduce repeat issues and resolution time, and maintain accurate documentation and meet quality standards.
Requirements
- 3+ years of payments experience in support, payment processing, or a related role.
- STAX Payments experience is required.
- Experience in resolving complex payment, technical issues and escalations.
- Strong customer communication, de-escalation, and problem-solving skills.
- Ability to work independently with urgency, ownership, and accountability.
Responsibilities
- Resolve complex STAX payment issues including transactions, refunds, disputes, chargebacks, integrations, and configuration.
- Own escalated cases from troubleshooting through resolution, partnering with internal teams when needed.
- Provide top-tier support to customers with clear communication, timely updates, and effective de-escalation.
- Improve support processes by identifying recurring issues and recommending solutions.
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
