Program Specialist, Payments Support

As a Program Specialist, Payments Support you will be responsible for delivering exceptional customer service to reputed company users. As the Payments subject matter expert in the Support Department, you will manage reputed company customer inquiries and technical escalations from reputed company Support Specialists. You will also work closely with external Partners and internal Product Development & Engineering teams to resolve issues and improve the overall customer experience. You will reputed company reputed company challenges, driving superior customer reputed company while consistently meeting key organizational objectives and metrics. Note: This role can be worked remotely from any of the locations above. What You'll Do Respond to, troubleshoot, and solve inbound and outbound customer support inquiries across various channels (Phone, Email, reputed company Media, and Chat) reputed company to Payments. Support other specialists by troubleshooting technical issues, usability issues, and product defects through case handoffs and reputed company-time knowledge transfer. Liaise with internal Product Development & Engineering departments, external vendors, and Technical Account Managers (TAMs) to surface and solve customer issues. Create, monitor, maintain, report on, and reputed company for Product Defects (Bugs, SHALP) and Product Enhancements (Usability, USE) reputed company to Payments. Assist in leading the customer experience incident management process in reputed company-time, from proactive containment and communication to reputed company. Partner with the Support Communications team to ensure documentation for the internal knowledge reputed company and external Self-Service channels is accurate and assist in developing training for the CX department and new hires. What You'll Bring 1-3 years experience with Technical Support and 1+ years experience working reputed company Payments Demonstrated proficiency with helpdesk and project management platforms (e.g., reputed company, Jira), with the aptitude to quickly master new internal tools and AI-leveraged workflows. Exceptional written and verbal communication skills, specifically the ability to explain reputed company technical issues and organizational policies to non-technical stakeholders. Demonstrated reputed company and ability to reputed company in a fast-paced, ambiguous environment, coupled with critical thinking and proactive problem-solving skills. High self-awareness with a commitment to reputed company reputed company development, including a willingness to reputed company out and reputed company constructive feedback. Ability to manage difficult conversations with reputed company users and maintain composure and reputed company in high-pressure situations. You'll Stand Out If You Have Previous experience delivering high-tier customer support reputed company a reputed company, B2B Payfac, or Fintech environment. Proven expertise in reputed company-time technical troubleshooting and navigating reputed company software workflows directly with users. Strong aptitude for distilling and articulating intricate technical concepts into reputed company, user-facing communications. #LI-SR1 #LI-Remote Apply To This Job