PayRilla

Support Specialist

Posted 3 Days Ago

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Orangeburg, SC, USA

In-Office

Entry level

eCommerce • Payments • Financial Services

The Role

Serve as first-line support for business clients and sales partners using payment solutions. Onboard merchants, troubleshoot terminals/gateways/POS and transaction issues, ensure KYC/PCI compliance, assist with reconciliations and statements, collaborate with risk/IT, and maintain relationships while upselling fraud protection and analytics.

Summary Generated by Built In

A Merchant Services CSR is the direct point of contact for business clients (merchants) and agents (sales partners), utilizing payment processing solutions. They operate as the first point of contact for technical support, financial operations, and relationship management.

Requirements

Merchant Onboarding & Account Management
- Troubleshoot software/hardware setup for payment terminals, online gateways, and POS systems.
- Ensure merchant KYC (Know Your Customer) and PCI compliance is maintained.
Technical Support & Issue Resolution
- Troubleshoot payment failures, chargeback disputes, settlement delays, or integration errors.
- Collaborate with risk management and IT teams to resolve complex technical tickets.
Transaction & Reconciliation Assistance
- Answer inquiries about batch settlements, funding timelines, and transaction fees.
- Provide clear guidance on interpreting merchant statements.
Retention & Relationship Building
- Maintain professional rapport to reduce merchant attrition.
- Upsell or cross-sell value-added services such as fraud protection tools or advanced analytics.

Skills Required

Troubleshoot software and hardware setup for payment terminals, online gateways, and POS systems
Maintain merchant KYC (Know Your Customer) and PCI compliance
Diagnose and resolve payment failures, chargeback disputes, settlement delays, and integration errors
Collaborate with risk management and IT teams to resolve complex technical tickets
Assist with transaction reconciliation, batch settlements, funding timelines, and transaction fee inquiries
Provide guidance on interpreting merchant statements
Maintain professional merchant relationships to reduce attrition
Upsell or cross-sell value-added services (fraud protection tools, advanced analytics)

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The Company

30 Employees

Year Founded: 2019

What We Do

PayRilla is a merchant service company that provides payment processing, point-of-sale (POS) services, and mobile payment solutions to US business owners. Founded in 2018 and headquartered in Orangeburg, South Carolina, it aims to simplify payments and support growing businesses through a full-service acquirer model and a three-layer support system for its clients.