Customer Support Specialist - Payment Processing (Remote- US Based)

NOTE: This interview process requires a video screening and written assessment. 

Job Summary  

Togetherwork is a family of SaaS solutions that focuses on organizational management, administration, and payment processing. This full-time position is in the Operations area, where you will play a critical role as secondary escalation in assisting our portfolio companies and their customers with questions and concerns related to payment processing. In this role, you will provide direct support over the phone, via e-mail, and through our Zendesk support platform, providing customer solutions with clear and concise communication.  

A strong performer in this role will demonstrate a high sense of ownership in addressing customer requests quickly and effectively, strong problem-solving skills to troubleshoot issues, and an eagerness to learn new technologies and processes.  

Responsibilities 

Interactive Customer Support (80%):  

• Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone.
• Prioritize requests based on severity and urgency.
• Investigate and resolve inquiries based on established process workflows.
• Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed.
• Recognize and escalate issues to higher support levels when necessary.
• Log all incidents in the Zendesk ticket system, adhering to departmental standards.
• Advise and educate customers on best practices and proper configuration to achieve optimal results.
• Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience.
• Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution. 
• Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud.

 Documentation (20%): 

• Contribute to the creation of internal and external knowledge base articles for current and future processes.
• Review and enhance user guides, technical manuals, FAQs, and other customer documentation. 

Ongoing Duties 

• Meet or exceed established goals related to customer satisfaction and issue resolution.
• Adhere to company policies and procedures while contributing to the company’s overall goals and objectives.
• Represent the company professionally to clients and the public.
• Manage time-sensitive tasks efficiently.
• Safeguard confidential information.
• Other duties as required. 

Requirements 

• Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
• Basic understanding of web technologies, web navigation, and Microsoft Office tools.
• Customer-focused with exceptional interpersonal and customer care skills.
• Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding.
• Strong diagnostic, analytic, and problem-solving skills.
• Self-motivated with ability to work independently or in small teams.
• Detail-oriented with excellent organizational skills.
• Ability to multi-task in a fast-paced and constantly evolving environment. 

Preferred 

• Experience with Zendesk or similar customer support software.
• Familiarity with recognizing signs of potentially fraudulent payment activity.
• Previous experience with payment processors and troubleshooting credit card terminals/POS devices is a plus. 

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability.
• Basic Life 
• 401(k) option with 100% company match 
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave
• Medical Travel Benefits
• Pet Insurance 
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $40,000- $45,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.