Customer Support Representative II

Jobtailor; California (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

Jobtailor is seeking a Payments Support Specialist to join our team to help merchants succeed with PayJunction’s platform through onboarding, setup, and ongoing support.

You will respond to phone calls and tickets, manage admin work, and coordinate with Sales, Risk, and Engineering to resolve issues promptly. 3–4 years in payments and strong communication are preferred. US-based candidates only.

Qualifications

• 3–4 years of experience in the payments industry.
• General understanding of merchant accounts and payment processing
• Demonstrated history of clear and effective verbal and written communication
• Customer-focused approach
• Comfortable using computers, software programs, and mobile apps
• ETA CPP certification is a plus
• Familiarity with Zendesk or similar customer service platforms is a plus
• Familiarity with Salesforce is a plus

Responsibilities

• Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within SLAs
• Manage internal Admin tickets involving rejected transactions, fraud alerts, and maintenance errors
• Guide new merchants through onboarding, including PayJunction usage and partner software setup
• Set up new accounts and assess for merges, additional TIDs, and configurations
• Maintain up-to-date records of customer interactions
• Ensure relevant teams are included in communications and stakeholder requests are addressed promptly
• Provide industry-leading customer service and technical support to help clients succeed with PayJunction’s payment platform
• Work closely with Sales, Underwriting, Risk, Engineering, and Accounting teams

Skills

Payments industry experience

Merchant account management

Customer service excellence

Effective communication

Zendesk familiarity

Tools

Zendesk

Salesforce

PayJunction

Job description

• Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs)
• Manage internal “Admin” tickets involving rejected transactions, fraud alerts, and maintenance errors
• Guide new merchants through onboarding, including PayJunction usage and partner software setup
• Set up new accounts and assess for merges, additional TIDs, and configurations
• Maintain up-to-date records of customer interactions
• Ensure relevant teams are included in communications and stakeholder requests are addressed promptly
• Provide industry-leading customer service and technical support to help clients succeed with PayJunction’s payment platform
• Work closely with Sales, Underwriting, Risk, Engineering, and Accounting teams

Requirements

• 3–4 years of experience in the payments industry
• General understanding of merchant accounts and payment processing
• Demonstrated history of clear and effective verbal and written communication
• Customer-focused approach
• Comfortable using computers, software programs, and mobile apps
• ETA CPP certification is a plus
• Familiarity with Zendesk or similar customer service platforms is a plus
• Familiarity with Salesforce is a plus
• Must reside in California, Illinois, Texas, Minnesota, Colorado, Georgia, Connecticut, Massachusetts, or New York
• Must verify identity and eligibility to work in the United States
• Must complete required employment eligibility verification upon hire
• Potential background and/or credit checks

Core Competencies

Demonstrates expertise in customer service and technical support within the payments industry, with a strong focus on effective communication and collaboration across teams. Proficient in managing merchant accounts and payment processing, ensuring compliance with service level agreements.

Highest-signal resume keywords

• Payments Industry Experience
• Merchant Account Management
• Customer Service Excellence
• Effective Communication
• Zendesk Familiarity

ATS Optimization Keywords

Hard Skills

• Payment Processing
• Merchant Account Setup
• Technical Support
• Service Level Agreements
• Fraud Alert Management

Soft Skills

• Customer-Focused Approach
• Clear Communication

Certifications & Qualifications

• ETA CPP Certification

Industry Keywords

• Payments Industry
• Onboarding
• Stakeholder Communication
• Internal Ticket Management
• Customer Interaction Records

Tools & Technologies

• Zendesk
• Salesforce
• PayJunction