Payment Support Specialist

Quilt•Provo, UT

2d•$50 - $55•Onsite

About The Position

Payment Support Specialist Role Quilt is looking for an experienced Payment Support Specialist to join our growing CX team! In this role, you will serve on a team of support specialists and act as an internal advocate for our customers. The Payment Support Specialist is vital in helping our new and existing customers troubleshoot and resolve issues around processing and payments. Please note that this role is based out of our office in Provo, UT. If you are passionate about helping customers and have a keen eye for detail, we encourage you to apply for the Payment Support Specialist position. Join our team and contribute to ensuring a seamless payment experience for our customers. About Quilt Software Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions. If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! Notice - Employment Scams Communication from our team regarding job opportunities will only be made by a Quilt Software employee with an @quiltsoftware.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe a scammer is contacting you, please mark the communication as "phishing" or “spam” and do not respond.

Requirements

BA or BS degree (not required)
1-2 years of work experience in customer service, software implementation, or customer onboarding.
Ability to manage multiple tasks.
Proactive and innovative approach to work.
Superb written and verbal communication skills with an understanding of situational best practices.
Unmatched organizational skills.
Positive attitude and empathetic demeanor.
A strong commitment to providing excellent customer service.
Ability to work collaboratively with cross-functional teams.

Nice To Haves

Experience with Google Suite, outlook and Salesforce preferred but not required.

Responsibilities

Respond to customer inquiries regarding payment issues through various channels (phone, email, chat).
Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues.
Monitor payment processing systems to ensure transactions are completed successfully.
Maintain accurate records of customer interactions, transactions, and issues resolved.
Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries.
Ensure adherence to Service Level Agreements (SLAs) to meet customer expectations and business requirements.
Manage the inbound phone queue to ensure timely and effective response to customer calls.
Provide support for payment processing hardware, including troubleshooting and resolving technical issues.
Handle inquiries and processes related to bank account changes for payment processing.
Work with payment partners to elevate or escalate ongoing issues and ensure timely resolution.