Remote Support Specialist I - Payments

Summary

Join ModMed, a healthcare IT company, as a Payment Support Specialist to provide exceptional client experience and support services. This role involves delivering high-quality client support, collaborating with teams, and resolving customer issues in a fast-paced environment.

Requirements

• Bachelor degree preferred
• Demonstrated ability to create an exceptional client experience
• 1+ years of Merchant CC processing support experience preferred
• Knowledge of payment terminal troubleshooting preferred – preferably Verifone terminals
• Basic knowledge of Windows and/or Apple platforms: Mac, iPad, iPhone/iPad iOS
• Knowledge of the healthcare industry and medical terminology is preferred
• Two-year experience providing software application support preferred
• Strong analytical and troubleshooting skills
• Technically savvy with an ability to easily learn new software
• High motivation and attention to detail
• Possess a real passion for innovative solutions within Healthcare IT
• Professional verbal and written communication skills are required

Responsibilities

• Deliver an exceptional client experience by identifying and documenting client needs and issues; answering incoming inquiries, effectively applying problem-solving techniques, educating clients and following issues through to their successful resolution
• Provide consistent, professional, and high-quality client support to our client base through all available Support channels
• Follows established procedures to ensure client satisfaction and quality service delivery
• Communicate and collaborate across teams and departments to help solve issues
• Replicate and document issues for further escalation
• Escalates cases to T2/3 teams as appropriate
• Covers a rotating late shift based on team size and need

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters