Customer Support Representative

Summary

Join PayJunction as a Customer Support Representative and provide exceptional support to our clients and internal teams. You will handle incoming calls and tickets, guide new merchants through onboarding, and ensure timely resolution of issues. This role requires 2-3 years of experience in the payments industry and strong communication skills. PayJunction offers a flexible work environment (remote, in-office, or hybrid) and a comprehensive benefits package including health insurance, 401k matching, paid time off, and more. We are committed to helping our partners succeed and offer a supportive and collaborative work environment. The ideal candidate will be comfortable using technology and have a customer-focused approach.

Requirements

• 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing
• Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach
• Comfortable using technology, including computers, software programs, and mobile apps

Responsibilities

• Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs)
• Manage internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors
• Guide new merchants through the onboarding process, providing clear instructions on how to use PayJunction and ensuring proper setup of partner software
• Accurately set up new accounts, assess for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions
• Ensure that relevant teams are included in communications and that stakeholder requests are addressed promptly

Preferred Qualifications

• Familiarity with Zendesk or similar customer service platforms
• Familiarity with Salesforce

Benefits

• Health, dental, and vision paid 100% by company for you and your dependents
• 401k with 6% match
• FSA and Dependent Care FSA
• Long-term & short-term disability coverage for you paid 100% by company
• 8 paid company holidays per year
• 2 paid floating holidays per year
• 1 paid volunteer day per year
• Paid Time Off
• Home office equipment stipend
• Annual Learning Stipend
• Quarterly “fun budgets” for team bonding events
• Opportunity to be part of a company that is changing a whole industry
• Opportunity for growth within the company
• Opportunity for remote, in-office, or hybrid work
• Company-provided equipment for your home office
• An equipment allowance for home office essentials
• Free instructor-led yoga classes via Zoom