PCI Support Specialist

4 weeks ago

Orlando, United States Stax Full time
Job DescriptionJob DescriptionDescription:

As a PCI Specialist, your role is to provide white-glove service to our customers through their journey with PCI. You will support our customers by using your knowledge of PCI and the products via which to achieve compliance, along with your understanding of our Partners’ and merchants’ profiles to provide the highest level of care for attaining PCI compliance and navigating the PCI compliance tools. We care immensely for our merchants and embrace the responsibility we have to them, and being PCI compliant keeps them and their customers’ information safe.


What You’ll Do

As a PCI Support Specialist, your role is to become a PCI expert and assist our customers with support inquiries, account setup, and collateral as it relates to PCI compliance. You are the merchant and partner facing problem solver, helping to ensure any issues are resolved quickly and the customer feels supported with a target of same-day resolution.


Key Responsibilities & Objectives

  • Service customers through incoming and outbound calls regarding PCI compliance with a goal of same day resolution
  • Manage a ticketing queue to support merchants with PCI account setup, attestation, scan, and other PCI related inquiries
  • Projects as identified by the PCI product team or other departments relating to PCI
  • Assist with reporting for PCI billing
  • Maintain internal documentation and external resources relating to PCI, updating processes as changes arise
  • Work with Partners enrolled in the PCI concierge program to build and deploy the Partners’ PCI profile and maintain in annually according to any PCI program changes
  • Enroll new merchants in PCI compliance and handle other admin tasks relating to PCI compliance products
  • Utilize attention to detail to ensure all account information is configured correctly and reviewed for accuracy
  • Diagnose/troubleshooting technical issues
  • Complete account information change requests in all applicable systems
  • Manage and execute email correspondence in a timely manner
  • Identify workarounds and resolutions to troubleshoot technical issues
  • Work with various teams across the organization as well as 3rd party vendors with the common goal of supporting our customers to understand PCI compliance
  • Identify ways we can improve internal processes
  • Use expertise to build strong healthy relationships with customers
  • Have a vast understanding of all partner and merchant relationships across the organization
  • Assist Lead of and Manager of Support Operations with other tasks and duties as assigned
Requirements:
  • Merchant processing / payments industry knowledge preferred
  • Familiarity with PCI requirements
  • Excellent communication skills, able to work within team and with clients
  • Ability to work under pressure in fast-paced environment and prioritize workload
  • Comfortable with standard business software (Microsoft Office, Google, etc)
  • Customer service background
  • Strong attention to detail
  • Solution oriented with the ability to think strategically and creatively in decision making
  • Strong work ethic
  • Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
  • Strong organizational and time management skills
  • Commitment and self-motivation to work within deadlines with minimum supervision
  • Strong relationship-builder
  • Deeply analytical by nature, questioning that which cannot be proven

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