Payment Support Specialist

accesso; Orlando (FL); Remote; USD 71,000 - 96,000; Full time

Job summary

A leading company seeks a Payment Support Specialist to ensure seamless payment solutions and support for clients. This role involves liaising with various departments and troubleshooting service issues while contributing to product development. The position offers flexibility with a fully remote option and a competitive benefits package.

Benefits

Competitive compensation package

4 weeks Paid Time Off

8 hours Paid Volunteer Time Off

Inclusive Family Benefits

4 weeks Paid Parental Leave

Multiple medical insurance plans

Employer-paid disability and life insurance

Matching 401K

Unlimited access to Udemy for Business

Flexible work schedule

Qualifications

• Experience with Point-of-Sale Payment Systems and EMV knowledge.
• Understanding of E-Commerce Payments and Alternative Payments.

Responsibilities

• Act as technical escalation point for client issues.
• Ensure clients' software and payment hardware are ready.
• Support incidents and provide training for new products.

Skills

Payment Industry Experience

Technical Consulting Experience

Computer Networking Experience

Tools

Jira Service Desk

Microsoft Office Suite

Windows Servers

Job description

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Position Overview

Are you energized by helping uncover solutions to real-world problems? As a Payment Support Specialist, you will be part of the implementation and 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 liaise regularly with numerous departments internally at all levels including Development/Engineering, Product Management, Implementation, Operations, Sales, and 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.

As a member of the Implementations 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, hardware experience, and can quickly break down complex problems to deliver creative solutions for product success.

Location:

United States; 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:

Manager, Hardware & Payments Support

Travel Requirement:

up to 5%

What You’ll Be Working On

• Act as technical escalation point for client issues, both internally and externally.
• Ensure all clients’ software and payment hardware are properly provisioned and ready to perform at the highest level.
• Represent Accesso on Incidents and manage both internal and external communication bringing in the Manager, Hardware & Payment Support as needed.
• Lead/Assist with payment boardings and configuration of requested services.
• Deliver the client experience and feedback to internal development and product teams to ensure optimum product usability.
• Liaise/coordinate internationally with development 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 Operations and Implementation Teams to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required.
• Support incidents, define requirements, and provide training/education for new products and improvements, enhancements, and bugs for internal and external engineering and non-technical staff.
• Assist with rotational out-of-hours “on-call” support, ensuring all payment issues are dealt with or escalated in a timely manner and accurately tracked.

Technologies You May Work With

• Payment Systems and Terminals
• Accesso Payment Applications
• Point of Sale Hardware & Applications
• Jira Service Desk & Confluence
• Microsoft Office Suite, SharePoint, and OneDrive
• Lucid Charts
• Remote PC Control Applications
• Windows Servers and Desktops, MS SQL, MySQL

What You Bring To The Role

• Payment Industry Experience
• Understanding of Point-of-Sale Payment Systems
• Card Present / EMV Knowledge
• E-Commerce Payments Experience
• Understanding of Alternative Payments
• Technical Consulting Experience
• Terminal Management & Troubleshooting
• Computer Networking Experience
• Risk Mitigation Methodology Experience (Strongly Preferred)

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 aligns 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.
• Inclusive Family Benefits, including support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility.
• 4 weeks of paid Parental Leave to bond with your child(ren) following birth, adoption, or foster care placement.
• Multiple medical insurance plans, including an employer-contributed HSA.
• Employer-paid short & long-term disability and life insurance.
• Matching 401K.
• Unlimited access to Udemy for Business.
• Flexible work schedule around core business hours.

Salary offered is based upon experience. Salary Range: $71,000 - $96,000 USD.

LIFE At Accesso

At accesso, we believe that fun is a fundamental part of the workday! We foster a virtual environment full of connection and fun activities. We value diversity and are committed to equal opportunities for all. If you need accommodations during the hiring process, please email us at [e-mail].

About Accesso

Our mission is to improve the guest experience with technology, supporting top attractions and venues worldwide with innovative solutions. We are over 500 employees strong, passionate about enhancing guest experiences and streamlining operations.