Payments Support Specialist

Tekmetric • Houston, TX

21h • Hybrid

About The Position

Tekmetric is looking for a Payments Support Specialist to perform the following tasks:

Requirements

• Minimum of 2 years experience in a Support role
• Skilled in using CRM systems such as Zendesk and Hubspot
• Ability to communicate clearly and effectively while remaining patient and demonstrating empathy
• Detail-oriented and organized
• Ability to use multiple systems while troubleshooting and researching issues
• Thrives working independently and is self-motivated

Nice To Haves

• Experience with Stripe or other payment gateways and processors is a plus!

Responsibilities

• Respond to escalations from Tier 1 and Tier 2 Customer Support troubleshooting and resolving complex Integrated Payments issues
• Resolve merchant issues and complaints with a solutions-oriented approach while retaining ownership and communicating the current status
• Troubleshoot and escalate technical issues to partners as needed to address and find resolution
• Thoroughly document phone conversations in appropriate systems
• Place orders and return requests for Stripe Terminal card readers ensuring all data is accurate and send notifications and labels to merchants
• Notify merchants by ticket and phone call when disputes are initiated
• Write chargeback rebuttal statements, gather, and submit documentation as evidence to counter disputes
• Review approved applications, verify pricing and information in Stripe match notes from Underwriting, and correct as needed
• Assist Underwriting and Risk teams in communicating to merchants any outstanding documents needed
• Help develop and implement standard practices and procedures and document within knowledge base
• Ability to efficiently and independently perform all job duties
• Participate in cross-functional team projects
• Help the team achieve its benchmarks and goals

Benefits

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you're well-rested.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - we’re invested in your development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees