Payment Support Specialist

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; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US, at one of our office locations in the US, or a hybrid version of in-office and remote. 
Reports to: Manager, Hardware & Payments Support  
Travel ✈️ Requirement: up to 5%  

What you’ll be working on: 

• Act as technical escalation point for client issues, both internally and externally. 
• Ensure all clients’ software and payment hardware are properly provisioned and ready to perform at the highest level.   
• Represent Accesso on Incidents and manage both internal and external communication bringing in the Manager, Hardware & Payment Support as needed. 
• Lead/Assist with payment boardings and configuration of requested services. 
• Deliver the client experience and feedback to internal development and product teams to ensure optimum product usability. 
• Liaise/coordinate internationally with development teams and our partners to report on issues affecting the service relationship with all tiers of merchants to ensure timely resolution of client requests and optimize service continuity. 
• Liaise with Operations and Implementation Teams to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required 
• Aside from supporting incidents this role will underline requirements, as well as provide training/education for new products and improvements, enhancements, and bugs for internal and external engineering and non-technical staff 
• Assisting with rotational out-of-hours “on-call” support, ensuring all payment issues are dealt with or escalated in a timely manner and accurately tracked.   

Technologies 💻 you may work with: 

• Payment Systems and Terminals 
• Accesso Payment Applications 
• Point of Sale Hardware & Applications in our Product Lines
• Jira Service Desk & Confluence
• Microsoft Office Suite, SharePoint, and OneDrive
• Lucid Charts
• Remote PC Control Applications
• Windows Servers and Desktops, MS SQL, and MySQL 

What you bring to the role: 

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

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.

Perks & Benefits

• Competitive compensation package including discretionary annual bonus opportunity.  
• 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter);  
• 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about;  
• Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;  
• 4-weeks of paid Parental Leave so you can bond with your child(ren) following a birth, adoption, or foster care placement;    
• Four different medical insurance plans to choose from, including an employer-contributed HSA; 
• Employer-paid short & long-term disability and life insurance; 
• Matching 401K; 
• Unlimited access to Udemy for Business for continued learning and career development; 
• A flexible work schedule around our core business hours.