E-Payments Specialist

ECR Software Corporation• US,

About The Position

The E-Payments Specialist is responsible for the setup, configuration, and specialized support of solutions within the ECRS E-Payments Business Unit. This role serves as a payments and software consultant to help ECRS customers follow documented best practices and achieve successful implementations. The position supports the installation, maintenance, upgrade, and enhancement of payment products in coordination with ECRS retail customers and third-party vendors. Primary areas of focus include in-store and online payments, including integrations, setup, support, documentation, and research.

Requirements

Bachelor's degree in information technology, business, or a related field, or equivalent practical experience.
Ability to explain technical payment concepts clearly to customers and non-technical stakeholders.
Ability to learn, use, and troubleshoot retail software.
Demonstrated root cause analysis and independent troubleshooting skills.
Strong written, verbal, and interpersonal communication skills.
Strong organizational skills and ability to self-manage time efficiently.
Strong customer service skills, including professionalism, responsiveness, and the ability to build effective working relationships.
Ability to coordinate with third-party vendors, maintain accountability, and drive timely resolution of externally caused issues.
Ability to manage multiple priorities with flexibility to meet changing needs.

Nice To Haves

Working knowledge of one or more of the following areas is preferred: point-of-sale systems, electronic payments, database management, or API integrations.
Experience managing customer payment projects, including coordination across customers, vendors, and internal teams, is a plus.
Experience with Jira, Microsoft Office, SQL, and Notepad++ is a plus.

Responsibilities

Lead payment implementations through onboarding, configuration, testing, go-live readiness, and post-launch follow-up.
Coordinate issue resolution across customers, vendors, and internal teams when ownership spans multiple parties.
Document root cause, corrective action, and recommended prevention steps for recurring payment issues.
Identify risks that may affect payment acceptance, customer experience, or implementation success and escalate as needed.
Provide customer guidance on payment workflows, best practices, and operational readiness.
Drive follow-up and hold third-party vendors accountable for issue resolution, status updates, and agreed next steps when external dependencies affect customer outcomes.
Maintain detail-oriented communication in tickets, customer updates, and emails.
Maintain ticket and queue management, including follow-up activities.
Adherence to published best practices, policy, SLAs, and technical documentation.
Assistance in creating internal and external documentation.
Communicate with the E-Payments Business Unit Manager and other product owners regarding issue escalation, recurring trends, and support needs.
Ability to coach customers on best practices/intended behaviors for implementation and continued use of Payment Products and software in the CATAPULT Suite.
Tracking of metrics and residuals as defined by E-Payments Business Unit.
Contribute ideas to improve E-Payments processes, customer outcomes, and operational efficiency.
Collaborate with other members of the E-Payments Business Unit to support balanced workload coverage and customer needs.