Quilt Software
Overview
Quilt is looking for an experienced Payment Support Specialist to join our growing CX team. You will serve on a team of support specialists and act as an internal advocate for our customers. The Payment Support Specialist helps new and existing customers troubleshoot and resolve issues around processing and payments. This role is based at our Provo, UT office.
Key Responsibilities
Customer Support:
Respond to customer inquiries regarding payment issues through various channels (phone, email, chat).
Issue Resolution:
Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues.
Transaction Monitoring:
Monitor payment processing systems to ensure transactions are completed successfully.
Documentation:
Maintain accurate records of customer interactions, transactions, and issues resolved.
Payment Process Management:
Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries.
SLA Compliance:
Ensure adherence to Service Level Agreements (SLAs) to meet customer expectations and business requirements.
Inbound Phone Queue Management:
Manage the inbound phone queue to ensure timely and effective response to customer calls.
Hardware Support:
Provide support for payment processing hardware, including troubleshooting and resolving technical issues.
Bank Changes:
Handle inquiries and processes related to bank account changes for payment processing.
Partner Collaboration:
Work with payment partners to escalate or resolve ongoing issues and ensure timely resolution.
Qualifications
Education: BA or BS degree (not required)
Experience: 1-2 years of work experience in customer service, software implementation, or customer onboarding
Technical Skills: Experience with Google Suite, Outlook and Salesforce preferred but not required
Task Management: Ability to manage multiple tasks
Proactivity: Proactive and innovative approach to work
Communication Skills: Superb written and verbal communication skills with an understanding of situational best practices
Organizational Skills: Strong organizational skills
Attitude: Positive attitude and empathetic demeanor
Customer Focus: Commitment to providing excellent customer service
Team Player: Ability to work collaboratively with cross-functional teams
What We Offer
Certification: Certified Great Places to Work for 2022
Company Events: Monthly company events
Retirement: 401k investment opportunity
Healthcare: Medical, Dental, and Vision Plans
Time Off: 120 hours of Paid Time Off per year
Salary: $50-55k per year, depending on experience
If you are passionate about helping customers and have a keen eye for detail, apply for the Payment Support Specialist position. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
About Quilt Software: Quilt provides tools to help local shops compete with larger retailers. We helped 14,000+ shops make over $2 billion in sales with our software solutions.
Notice - Employment Scams: Communication from our team regarding job opportunities will only come from an @quiltsoftware.com email. We do not conduct interviews over email or chat platforms, and we will never ask for personal information. If you suspect a scam, mark it as phishing or spam and do not respond.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Technology, Information and Internet
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Key Responsibilities
Customer Support:
Respond to customer inquiries regarding payment issues through various channels (phone, email, chat).
Issue Resolution:
Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues.
Transaction Monitoring:
Monitor payment processing systems to ensure transactions are completed successfully.
Documentation:
Maintain accurate records of customer interactions, transactions, and issues resolved.
Payment Process Management:
Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries.
SLA Compliance:
Ensure adherence to Service Level Agreements (SLAs) to meet customer expectations and business requirements.
Inbound Phone Queue Management:
Manage the inbound phone queue to ensure timely and effective response to customer calls.
Hardware Support:
Provide support for payment processing hardware, including troubleshooting and resolving technical issues.
Bank Changes:
Handle inquiries and processes related to bank account changes for payment processing.
Partner Collaboration:
Work with payment partners to escalate or resolve ongoing issues and ensure timely resolution.
Qualifications
Education: BA or BS degree (not required)
Experience: 1-2 years of work experience in customer service, software implementation, or customer onboarding
Technical Skills: Experience with Google Suite, Outlook and Salesforce preferred but not required
Task Management: Ability to manage multiple tasks
Proactivity: Proactive and innovative approach to work
Communication Skills: Superb written and verbal communication skills with an understanding of situational best practices
Organizational Skills: Strong organizational skills
Attitude: Positive attitude and empathetic demeanor
Customer Focus: Commitment to providing excellent customer service
Team Player: Ability to work collaboratively with cross-functional teams
What We Offer
Certification: Certified Great Places to Work for 2022
Company Events: Monthly company events
Retirement: 401k investment opportunity
Healthcare: Medical, Dental, and Vision Plans
Time Off: 120 hours of Paid Time Off per year
Salary: $50-55k per year, depending on experience
If you are passionate about helping customers and have a keen eye for detail, apply for the Payment Support Specialist position. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
About Quilt Software: Quilt provides tools to help local shops compete with larger retailers. We helped 14,000+ shops make over $2 billion in sales with our software solutions.
Notice - Employment Scams: Communication from our team regarding job opportunities will only come from an @quiltsoftware.com email. We do not conduct interviews over email or chat platforms, and we will never ask for personal information. If you suspect a scam, mark it as phishing or spam and do not respond.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Technology, Information and Internet
#J-18808-Ljbffr