Payment Support Specialist

accesso; United States; Remote; USD 71,000 - 96,000; Full time

Job summary

An innovative company is seeking a Payment Support Specialist to join their dynamic team. This role offers the opportunity to work remotely or in a hybrid setting, providing essential support in payment services. You will collaborate with various departments and external partners to troubleshoot issues and enhance client experiences. Your technical expertise will be crucial in shaping product strategies and ensuring seamless operations. With a focus on work-life balance and a vibrant culture, this position promises to be both rewarding and engaging for those passionate about technology and customer service.

Benefits

Competitive compensation including discretionary annual bonus

4 weeks of Paid Time Off

8 hours of Volunteer Time Off

Inclusive Family Benefits

4 weeks of paid Parental Leave

Multiple medical insurance plans

Employer-paid disability and life insurance

Matching 401K

Unlimited Udemy for Business access

Flexible work schedule

Qualifications

• Strong technical background with hardware experience.
• Ability to troubleshoot service faults and enhancement requests.

Responsibilities

• Act as a technical escalation point for client issues.
• Ensure clients’ software and payment hardware are ready to perform.

Skills

Payment Industry Experience

Understanding of Point-of-Sale Payment Systems

Card Present / EMV Knowledge

E-Commerce Payments Experience

Technical Consulting Experience

Risk Mitigation Methodology

Tools

Jira Service Desk

Confluence

Microsoft Office Suite

Windows Servers

MS SQL

MySQL

Job description

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 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.

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 of in-office and remote.

Reports to: Manager, Hardware & Payments Support

Travel Requirement: Up to 5%

Responsibilities:

1. Act as a technical escalation point for client issues, both internally and externally.
2. Ensure all clients’ software and payment hardware are properly provisioned and ready to perform at the highest level.
3. Represent Accesso on incidents and manage both internal and external communication, involving the Manager, Hardware & Payment Support as needed.
4. Lead or assist with payment boardings and configuration of requested services.
5. Deliver the client experience and feedback to internal development and product teams to ensure optimum product usability.
6. Liaise and coordinate internationally with development teams and partners to report on issues affecting the service relationship with all tiers of merchants, ensuring timely resolution and service continuity.
7. Coordinate with Operations and Implementation Teams to provide optimal service to merchants and share ownership of the service relationship as required.
8. Support incident management, provide training and education for new products, and communicate improvements, enhancements, and bugs to engineering and non-technical staff.
9. Assist with rotational out-of-hours “on-call” support to ensure timely handling and escalation of payment issues.

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, and MySQL

Qualifications:

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

Note: If you don’t have all the qualifications listed, we still encourage you to apply if you believe this role aligns with your career goals.

Perks & Benefits:

• Competitive compensation including discretionary annual bonus
• 4 weeks of Paid Time Off (higher accrual after 3 years)
• 8 hours of Volunteer Time Off
• Inclusive Family Benefits (maternity, surrogacy, adoption, fertility support)
• 4 weeks of paid Parental Leave
• Multiple medical insurance plans including HSA
• Employer-paid disability and life insurance
• Matching 401K
• Unlimited Udemy for Business access
• Flexible work schedule

Salary range: $71,000 – $96,000 USD.

Life at accesso:

We believe fun is part of the workday! Our culture includes virtual connection, memes, high fives, escape quests, and online Olympics. We value work-life balance, offering flexible hours and remote work options.

We celebrate diversity and are committed to an inclusive environment. For accommodations or questions, contact us at [e-mail]. Learn more about our Diversity & Inclusion and review our Candidate Privacy Statement.

About accesso:

Our mission is to enhance the guest experience through innovative technology solutions for top attractions and entertainment venues worldwide. We employ over 500 team members globally, dedicated to creating solutions that streamline operations and generate revenue while making guests smile.