Remote Opportunity

Ability to work a flexible schedule during the hours of 9am-7pm EST

DaySmart is a provider of business management software that specializes in providing scheduling and workflow solutions to businesses around the world. We provide award-winning business software to over 200,000 users in a variety of industries. DaySmart is a fast-paced, rapidly growing company, and has been named to the Inc Magazine list of America’s 5000 Fastest-Growing Privately Held Companies for eleven consecutive years!

To help us fuel accelerated growth in our Merchant Payment space, we are looking for a Payments Support Specialist.

Position Overview:
The Payments Support Specialist is expected to create a positive customer experience through troubleshooting, accuracy, care, and attention to detail.

Responsibilities:

• Take inbound calls to support merchants and resolve issues
• Make Outbound call campaigns to enhance merchant experience
• Act as the liaison between customers and internal teams
• Follow-up with clients on open issues and or past issues
• Keep excellent records of all interactions with clients in our CRM (Salesforce)
• Attend and participate in weekly team meetings to help increase customer satisfaction and decrease attrition.
• Assist with device swaps, new hardware, cancelations, account updates, forms, bank changes, etc.
• Uphold data integrity of accounts and parameters in multiple systems
• Assist with escalated user support
• Input, verify, and edit data during entry process in an efficient and accurate manner
• Monitor work queues and ensure all items are actioned within established service level agreements (SLA)
• Troubleshoot customer gateway setups and issues
• Assist with multi-department projects and research related items when needed

Qualifications:

• Ability to work independently in a remote role
• Ability to work a flexible schedule during the hours of 9am-7pm EST
• Experience working in a SasS (Software as a Service) model
• College experience preferred, but not required
• Merchant Services Industry experience highly preferred, but not required
• Strong interpersonal skills – willing and able to collaborate with others for answers
• Excellent time management and follow up skills
• Technically inclined; enjoys learning new systems
• Excellent verbal and written communication skills
• Ability to think analytically
• Able to be honest and keep customer and company information confidential
• Ability to work independently and with others
• Strong attention to detail
• Fast learner, professional, able to remain focused on assigned tasks

Required Skills:

• Able to work with customers to assess needs, provide information, resolve problems
• Able to adapt methods in response to new information, changing conditions or unexpected obstacles
• Maintain internal customer and vendor confidentiality and exercise discretion
• Customer focused, punctual and display a sense of urgency
• Detail oriented to ensure accurate work product on a consistent basis
• Incumbent must have the ability to work in a fast-paced environment, set priorities, work under pressure, and follow through with assigned task

Salary & Benefits

• Benefits (Dental, Medical, Vision, Life, 401k + matching)
• Open PTO policy

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.