Payment Support Specialist

Are you energized by helping uncover solutions to real world problems? As a Global Services Support Specialist you will be part of the payment services support function within accesso. You will play a crucial role in ensuring that various stakeholders, both internal and external, are aware of new challenges, products, and requirements within an ever-changing landscape. You will be responsible for low-level investigation of service deficiencies, terminal deployment, Payment Application Configuration, OnSite Payment deployments and support requests. You will liaise regularly with numerous departments internally at all levels including Development/Engineering, Product Management, Implementation, Operations, Sales and our external payment partners, and their equivalent entities globally. You will troubleshoot all service faults and enhancement requests raised by the team, offering response and resolution within agreed service level targets. While the Clients will work with our Client Success/Support team to raise any tickets, you will be working directly with the Clients to resolve any payment related issues.

As a member of the Operations Team, you'll play a key role in the ideation, development and launch of our solutions. Your deep understanding of client needs, and out-of-the-box thinking will be vital in shaping our product vision and strategy. We're looking for team members who have a strong technical background, can quickly break down complex problems and deliver creative solutions to ensure product success🚀.

Location: United States; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US, at one of our office locations in the US, or a hybrid version of in-office and remote.

Reports to: Director, Client Success

Travel ✈️ Requirement: up to 20%

What you'll be working on:

• Act as technical escalation point for client issues, both internally and, where required, externally.
• Represent Client Services on Incidents and manage both internal and external communication.
• Lead/Assist with payment onboardings and configuration of requested services.
• Deliver client experience advice and feedback to internal development and product teams to ensure optimum product usability.
• Liaise/coordinate internationally with product teams and our partners to report on issues affecting the service relationship with all tiers of merchants to ensure timely resolution of client requests and optimize service continuity.
• Liaise with Product Teams and the senior management team to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required
• Aside from supporting Incidents the SME function will underline requirements, as well as provide training/education for new products and improvements, enhancements, and bugs for internal and external engineering and non-technical staff
• Work streams covered by this role are scheduled, proactive & reactive in nature making this one of the most varied & flexible roles within accesso

Technologies 💻 you may work with:

• Payment Systems and Terminals
• Accesso Payment Applications
• Jira Service Desk & Confluence

What you bring to the role:

• Consulting Experience
• Payment Industry Experience
• Understanding of Alternative Payments
• Card present / EMV knowledge
• Terminal Management & Troubleshooting
• Risk mitigation methodology experience is strongly preferred
• Networking experience

*If you don't have all the qualifications listed, don't worry! We understand everyone's career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.

Perks & Benefits

• Competitive compensation package including discretionary annual bonus opportunity. 
• 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter); 
• 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about; 
• Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility; 
• 4-weeks of paid Parental Leave so you can bond with your child(ren) following a birth, adoption, or foster care placement;    
• Four different medical insurance plans to choose from, including an employer-contributed HSA; 
• Employer-paid short & long-term disability and life insurance; 
• Matching 401K; 
• Unlimited access to Udemy for Business for continued learning and career development; 
• A flexible work schedule around our core business hours.