Payments Support @ Austin, TX

2 weeks ago


Austin, United States Diverse Lynx Full time
Role: Payments Support
Location: Austin, TX
• Screening Questions
o Experience following customer support policies , issue triaging and escalating issues to Tier 2 / Tier 3 support based on customer issue complexity
o Strong organizational skills and acute attention to detail.
o Strong problem-solving skills and ability to handle ambiguity.
o Experience documenting and reporting Client or repetitive issues from service tickets
o Strong understanding of B2B and merchant services ecosystems with a focus on payments
o Experience in operational onboarding and ongoing support of payment platforms or similar technology
o Familiarity with Payment domain (payment processing, access control, transportation, and identity verification)
o Familiarity with Sonar ticketing tools (Sonar, Zendesk, Service Now) and the management of requests in these tools?
• JD Bullet Points
o What line of service tier escalation have you worked with? What would you handle a ticket where the policy is unclear or does not resolve the issue?
o How have you managed supporting issue triaging, auditing, and providing ongoing production support for payment platforms?
o How have you translated feedback into a clearly defined problem and drive effective resolution for it?
o Have you worked with any specific payment platform tools or technologies, and can you provide examples of how you utilized them in your support role?
o Can you provide an example of a time when you provided ongoing production support for a payment platform, and how you ensured operational readiness and partner satisfaction?

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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