Software Support Specialist, Merchant Services

2 days ago

Plano, Texas, United States Tyler Technologies Full time

The Software Support Specialist, Merchant Services, is responsible for managing and supporting payment-related queries and issues, ensuring smooth transaction processing, and assisting customers with payment inquiries.

The role requires a combination of customer service skills, technical knowledge, and attention to detail to effectively resolve issues and provide positive customer experience. This individual will work closely with third party vendors, finance, technical, and customer service teams to ensure all payments are processed accurately and efficiently.

Responsibilities
  • Handle customer inquiries and issues related to payments, including failed transactions, payment disputes, billing errors, and refunds.
  • Provide solutions for payment-related concerns and ensure timely resolution, escalating more complex cases to higher-level support or relevant departments.
  • Provide excellent customer service, including clear communication with customers regarding payment issues, processing steps, and expected outcomes.
  • Assist customers in navigating payment platforms, such as online payment gateways, ensuring they have the information and tools needed to complete transactions successfully.
  • Maintain accurate records of payment transactions, customer communications, and support cases.
  • Create and update reports on payment issues and trends, providing feedback to management for process improvements.
  • Work closely with the finance, IT, and customer service departments to resolve payment issues and improve payment systems.
  • Coordinate with third-party payment processors or vendors as needed to address technical issues or updates.
  • Ensure all payment processes comply with internal and external regulations, including security protocols and data protection laws (e.g., PCI-DSS compliance).
  • Stay informed on industry best practices and company policies to continuously improve service delivery.
  • Suggest improvements to streamline payment processes and reduce the number of payment-related issues.
Qualifications
  • A bachelor's degree in business, finance, or a related field is required.
  • Previous experience in customer service, finance, or payment processing is desirable.
  • Familiarity with payment platforms (such as Payliance, FISERV, and Chase ISO) and tools is beneficial.
  • Strong problem-solving skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure and manage multiple tasks simultaneously.
  • Basic understanding of financial transactions and payment systems

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