Payments Support Specialist at DaySmart Software, Inc. (Ann Arbor, MI)

| Ann Arbor, MI
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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.

More Information on DaySmart Software, Inc.
DaySmart Software, Inc. operates in the Software industry. The company is located in Ann Arbor, MI. DaySmart Software, Inc. was founded in 1999. It has 101 total employees. It offers perks and benefits such as Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 7 open jobs at DaySmart Software, Inc., click here.
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