Business Relationship Support Specialist – Technical & Production Support

Jobtailor; Arizona; On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking an experienced technical support specialist to assist merchant billers and internal teams across payment processing platforms. You will handle inquiries via phone, email, and tickets, troubleshoot complex issues, document resolutions, and escalate when needed.

The role requires strong communication, grounding in networking, Windows/MacOS knowledge, and familiarity with payment platforms and CRM/ticketing tools. Onsite presence is expected in the United States.

Qualifications

• 2+ years of Technical Support or related experience in a customer-facing role.

Responsibilities

• Provide intermediate to advanced technical support and consultation to merchant billers/customers and internal servicing agents for payment processing products and applications
• Support inquiries through phone, email, and ticketing channels
• Troubleshoot, research, evaluate, and resolve issues involving web portals, online platforms, transactions, reporting, biller files, accounts receivable file uploads, user access, connectivity, and cloud-based software
• Document incidents, service requests, troubleshooting steps, customer updates, resolutions, and escalation details in the case management system
• Escalate complex, high-impact, or higher-risk issues to team leads, management, technology partners, Product, or Incident Management
• Monitor recurring issues, customer-reported defects, and production trends; communicate impacts and recommended next steps
• Liaise between merchant customers, internal servicing teams, product management, and technology teams
• Use resources and standard procedures to reduce repeat issues, accelerate resolution, and execute workflow requirements accurately
• Explain technical information in practical terms to technical and non-technical users
• Apply judgment and problem-solving across applications, web platforms, operating systems, connectivity, user access, and supported software
• Manage daily workflow, prioritization, documentation, and follow-through in a fast-paced support environment
• Collaborate with organizational partners and adapt to process, tool, and business changes
• Support global teams across time zones

Skills

Troubleshooting

Incident Documentation

Problem Analysis

Computer Networking

End-User Operating Systems

Web Browsers Configuration

Microsoft Office

Cloud-Based Software

User Access Management

Service Management Platforms

Education

CompTIA A+

MTA

MCSE

CompTIA Network+

ACiT

ACMT

Tools

BillerIQ

Cybersource

Fraud Manager

Microsoft 365

CRM Tools

Ticketing Systems

Case Management Systems

Windows 10

MacOS

Smartphones and Tablets

Job description

• Provide intermediate to advanced technical support and consultation to merchant billers/customers and internal servicing agents for payment processing products and applications


• Support inquiries through phone, email, and ticketing channels


• Troubleshoot, research, evaluate, and resolve issues involving web portals, online platforms, transactions, reporting, biller files, accounts receivable file uploads, user access, connectivity, and cloud-based software


• Document incidents, service requests, troubleshooting steps, customer updates, resolutions, and escalation details in the case management system


• Escalate complex, high-impact, or higher-risk issues to team leads, management, technology partners, Product, or Incident Management


• Monitor recurring issues, customer-reported defects, and production trends; communicate impacts and recommended next steps


• Liaise between merchant customers, internal servicing teams, product management, and technology teams


• Use resources and standard procedures to reduce repeat issues, accelerate resolution, and execute workflow requirements accurately


• Explain technical information in practical terms to technical and non-technical users


• Apply judgment and problem-solving across applications, web platforms, operating systems, connectivity, user access, and supported software


• Manage daily workflow, prioritization, documentation, and follow-through in a fast-paced support environment


• Collaborate with organizational partners and adapt to process, tool, and business changes


• Support global teams across time zones

Requirements

• 2+ years of Business Relationship Support experience, or equivalent demonstrated through work experience, training, military experience, or education


• Experience supporting merchant services, treasury management, commercial, or e-commerce customers and related payment processing applications


• Knowledge of payment platforms or products/applications such as BillerIQ, Cybersource, Payments, Fraud Manager, Transaction Search, or similar systems


• Experience with Microsoft 365, CRM tools, ticketing or case management systems, or service management platforms


• Experience in a contact center environment providing customer-facing technical support, application support, help desk support, or troubleshooting assistance


• Ability to manage support caseload, prioritize requests, document work accurately, and follow through to resolution or escalation


• Understanding of computer networking, including LAN, WAN, API, secure data software, ISP, IP, security policies, firewalls, and web proxy/content filtering


• Advanced understanding of end-user operating systems, Windows 10, and MacOS


• Advanced understanding of Microsoft Edge, Mozilla Firefox, Google Chrome, and Safari settings


• Advanced understanding of smartphones and tablets, including Apple iOS and Android OS


• Intermediate Microsoft Office skills, including Word, Excel, and Outlook


• Knowledge and understanding of merchant services and/or treasury management industry products and services


• Excellent verbal, written, and interpersonal communication skills


• Proven success in problem analysis and resolution with strong attention to detail and accuracy


• Strong organizational skills and ability to multitask in a resolution-driven environment


• Ability to work effectively in a team environment and across all organizational levels


• Ability to work in a fast-paced, deadline-driven environment


• Associate degree, bachelor’s degree, technical coursework, technology certification, or equivalent hands‑on experience in technology, business, or a related field


• CompTIA A+ certification


• Microsoft Technology Associate (MTA), including Windows Operating System Fundamentals and Networking Fundamentals


• Microsoft Certified Solutions Expert (MCSE)


• CompTIA Network+


• Apple Certified iOS Technician (ACiT)


• Apple Certified Mac Technician (ACMT)


• Position requires onsite presence at one of the required locations


• This position is not eligible for Visa sponsorship

Core Competencies

Demonstrates expertise in providing technical support for payment processing products and applications, with a strong focus on troubleshooting, documentation, and customer communication. Proficient in managing support caseloads and collaborating with cross-functional teams to resolve issues effectively.

Highest-signal resume keywords

• Payment Processing Applications Support


• Technical Support in Contact Center Environment


• Knowledge of Payment Platforms


• CompTIA A+ Certification


• Microsoft 365 Experience

Hard Skills

• Troubleshooting


• Incident Documentation


• Problem Analysis


• Computer Networking


• End-User Operating Systems


• Web Browsers Configuration


• Microsoft Office


• Cloud-Based Software


• User Access Management


• Service Management Platforms

Soft Skills

• Excellent Communication Skills


• Strong Organizational Skills


• Attention to Detail


• Ability to Multitask


• Team Collaboration

Certifications & Qualifications

• CompTIA A+


• Microsoft Technology Associate (MTA)


• Microsoft Certified Solutions Expert (MCSE)


• CompTIA Network+


• Apple Certified iOS Technician (ACiT)


• Apple Certified Mac Technician (ACMT)

Industry Keywords

• Merchant Services


• Treasury Management


• E-Commerce


• Payment Processing


• Customer Support

Tools & Technologies

• BillerIQ


• Cybersource


• Fraud Manager


• Microsoft 365


• CRM Tools


• Ticketing Systems


• Case Management Systems


• Windows 10


• MacOS


• Smartphones and Tablets