Payment Platforms Support Specialist & Technical Liaison

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

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.