Senior Technical Support Specialist

Summary

Join Versapay's Payment & Product Operations team as a Customer Care representative, focusing on security risk and financial reviews. You will be the primary point of contact for customers, handling issues like annual financial reviews, funding holds, and ACH rejects. This role requires at least 3 years of experience in merchant services or credit card processing and a strong understanding of AR processes, accounting, and various payment systems. You will support MRR campaigns, partner with resellers, and drive customer retention. Success in this role demands strong problem-solving, communication, and collaboration skills. The position offers a competitive salary and a remote work option.

Requirements

• At least 3 years of experience in merchant services or credit card processing
• Strong understanding of AR processes, accounting, SQL, payment processing, ERP systems (NetSuite, Microsoft, Sage Intacct), billing, AR/AP, backend processor systems, Salesforce, and gateways
• Experience in financial services, payments, or the retail/merchant industry
• Customer obsession: A resolute focus on the needs of the customer is essential
• Strong relationship management skills, with the ability to engage and influence stakeholders at all levels
• High motivation, bias to action and strong prioritization
• Ability to thrive in a fast-paced, deadline-driven environment, effectively managing multiple priorities at once
• Strong problem-solving and decision-making skills
• Driven to understand how things work, seek out sources of information and pick things up quickly
• Assertive with humility—able to lead change positively and confidently while maintaining a collaborative spirit
• High standards for both verbal and written communication, always remaining professional under pressure
• Strong understanding of web applications and various technologies
• Familiarity with APIs and the basic infrastructure of credit card processing and merchant services

Responsibilities

• Support and train customers on reporting, gateway, and ERP training who have not yet achieved 90% processing volume in their first 1-3 months of implementation
• Empower our partners by resolving escalated issues efficiently, ensuring seamless functionality and strengthening the long-term partnership with resellers and VARs
• Drive customer retention by identifying opportunities for improvement and proactively addressing potential concerns, contributing to a high customer satisfaction rate
• Build rapport and foster trust with customers by demonstrating empathy and understanding, especially in high-stakes or challenging situations
• Support customers every day to diagnose funding/payment problems, propose data-driven solutions and help them adopt best practices with merchant services
• Track support case activity in an automated support portal and personal queue
• Lead Security and Risk support over the phone and via email, and provide efficient service
• Troubleshoot the full-suite of products and payment-based transactions including third party payment processors and gateways for our ISO and Payfac portfolios
• Trace transactions within Versapay systems to identify point of failure and handle remediation activities
• Follow up on cases every 1-3 days to avoid any further financial impact with our customers
• Think outside the box, by checking past cases for updated contact information and correct accounting/finance employees
• Collaborate with Underwriting, Compliance, Pricing , CSM and Settlement Ops teams from the Versapay ecosystem along with third party partners to provide expertise on client escalation calls and help produce customer facing knowledgebase content

Benefits

• $70,000 - $80,000 a year
• #LI-Remote