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Quilt Software · 16 hours ago

Payment Support Specialist

Provo, Utah

Full-time

Onsite

Entry Level

$50K/yr - $55K/yr

1+ years exp

Quilt Software is a company dedicated to supporting local businesses with software solutions, and they are seeking a Payment Support Specialist to join their CX team. The role involves assisting customers with payment processing issues, ensuring transactions are completed successfully, and maintaining accurate records of customer interactions.

FinanceInformation TechnologySoftware

No H1B

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