Payment Support Specialist

Summary

Join Housecall Pro as a Payment Support Specialist and be the primary point of contact for service professionals regarding payment issues. You will handle inquiries, troubleshoot technical problems, investigate high-risk accounts, and collaborate with internal teams to improve processes. This role requires 1-2 years of customer support or related experience, familiarity with Salesforce and a payment processing system like Stripe, and excellent communication skills. A Bachelor's degree is preferred. Housecall Pro offers a generous benefits package including medical, dental, vision, life, disability, 401(k), paid time off, parental leave, and tech reimbursement.

Requirements

• 1-2 years of experience in full-time customer support, account management, or sales
• Experience with Salesforce
• Experience with Stripe or other merchant service provider

Responsibilities

• Serve as the point of contact for customers via written and verbal communication regarding payments issues (i.e. lending, account takeovers, debt collection, account reconciliation, high-risk transactions)
• Assist professionals with securing accounts and provide best practices for maintaining account security
• Interpret and assist with reconciliation of merchant services account ledger
• Troubleshoot issues and provide assistance to a broad base of customers
• Provide professionals with best practices on chargeback prevention and mitigation, and support chargeback evidence collection and submission
• Communicate with engineering and product teams to identify and problem-solve technical errors
• Collaborate with Risk team regarding high-risk accounts, transactions, and activity

Preferred Qualifications

• Tech support experience
• Bachelor's degree
• High attention to detail
• Excellent reading comprehension
• Experience in developing relationships with customers
• Professional attitude and demeanor when interacting with others

Benefits

• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401K
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits