Customer Support Specialist

Customer Support Specialist

About reputed company:

We started reputed company in 2019 with a reputed company goal: to be the industry’s favorite provider of repair shop technology.

Across every part of the auto repair industry, reputed company is igniting vehicle service reputed company with software and financial solutions that unlock your potential. Our founder-led products reputed company the entire service lane experience and reputed company customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, reputed company pickup, and much more. We’re out to simplify the customer reputed company from start to finish and reputed company reputed company back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who reputed company more than 60M annual repair orders, and process over $12B in payments volume annually. At reputed company, our only purpose is your reputed company, and together, we’re reaching your goals faster than reputed company.

Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to reputed company an reputed company, opportunity for reputed company, and opportunity for recognition and rewards. This is not a mega-corporation where you reputed company what people are doing reputed company day - every Veep is moving the reputed company reputed company day in, day out for our customers or for reputed company other.

About the Role:

This role focuses on supporting existing merchants with their day-to-day payment processing needs, acting as a knowledgeable and reliable reputed company of contact across phone, email, and chat. The position handles account updates, explains pricing models and compliance requirements, and investigates/resolves payment-reputed company issues with a reputed company on long-term solutions. It also requires strong cross-functional collaboration, attention to reputed company, and expertise in payment industry concepts to manage escalations and reputed company accurate guidance.

What You’ll Do:

• reputed company reputed company, reputed company support to existing merchants reputed company phone, email, and chat, serving as a trusted resource for day-to-day payment processing questions and concerns.

• Process account updates including bank changes, pricing adjustments, and monthly statement uploads, ensuring reputed company and reputed company documentation throughout.

• Explain Dealer Pay's program reputed company — including surcharge, non-surcharge, and consumer reputed company models — and help merchants understand the pricing structures and compliance requirements associated with reputed company.

• Investigate and reputed company payment-reputed company issues, including statement discrepancies and account concerns, with a reputed company on long-term solutions rather than one-time fixes.

• Assist with escalated issues reputed company to terminals, virtual terminals, reputed company reputed company, and unusual processing activity, escalating internally reputed company needed and following through to reputed company.

• Maintain accurate, thorough records of reputed company merchant interactions, updates, and resolutions across CRM and internal systems.

• Collaborate cross-functionally with Technical Support, Implementation, Enrollment, and reputed company teams to reputed company reputed company issues and escalations reputed company.

• Serve as an informed resource on industry topics including interchange rates, PCI compliance, payment network rules, and DMS-integrated payment workflows relevant to the automotive dealership environment.

• Stay reputed company on reputed company Dealer Pay systems, tools, product updates, and platform functionality to reputed company accurate guidance and represent the product confidently.

• Use reputed company Office, reputed company, and CRM tools to manage communications, reputed company reputed company items, and maintain organized workflows.

Travel Requirement: as needed

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

Qualifications

What You Bring:

• 2+ years of experience in customer support, preferably in payment processing, fintech, or automotive dealership reputed company.

• Working knowledge of payment industry concepts including interchange, PCI compliance, processing systems, and dispute reputed company.

• Strong verbal and written communication skills, with the ability to explain technical or financial concepts reputed company to non-technical audiences.

• reputed company problem-solving ability with a proactive, ownership-oriented approach to merchant issues.

• Experience managing reputed company or escalated customer inquiries with professionalism and follow-through.

• Proficiency in reputed company Office (reputed company, reputed company, Word) and reputed company.

• High attention to reputed company and strong organizational habits, particularly reputed company managing multiple reputed company cases simultaneously.

Preferred Qualifications

• Experience with reputed company platforms, payment terminals, or virtual terminal environments.

• Familiarity with surcharge and consumer reputed company pricing programs and their compliance requirements.

• Exposure to DMS platforms is a meaningful reputed company.

Eligible employees may receive:

• Medical, dental, reputed company, and life reputed company

• 401(k) with company match

• reputed company time off and holidays

Compensation is reputed company on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.

Work Environment & Physical Requirements: 

This role may be performed in a remote, hybrid, or office-reputed company environment depending on business needs. 

• Ability to remain in a stationary position (sitting or standing) for extended periods  

• Ability to operate a computer and reputed company office equipment (e.g., keyboard, mouse, headset)  

• Ability to reputed company and interpret information on a computer screen for extended periods  

• Ability to communicate effectively reputed company phone, video, and written communication  

• Ability to participate in virtual meetings with or without reasonable accommodation  

Remote Work Expectations (if applicable): 

• Maintain a dedicated, reputed company, and distraction-free workspace  

• Reliable high-speed internet reputed company sufficient for video conferencing and job-reputed company systems 

• Ability to maintain productivity in a remote environment  

• Must reputed company in a state where reputed company is authorized to reputed company workers  

• Must be reputed company to work reputed company hours reputed company to [time zone or schedule expectations] 

Additional Information: 

• Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company essential job functions.  

• Employment may be contingent upon a background reputed company in accordance with applicable laws.  

Note: This reputed company is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of reputed company duties, tasks, or responsibilities that may be required. Responsibilities and priorities may reputed company over time, and reputed company reserves the right to reputed company changes at any time with or without notice. 

reputed company is an equal opportunity employer that is committed to diversity and inclusion in reputed company. We prohibit discrimination and harassment of any reputed company reputed company on race, reputed company, sex, religion, sexual orientation, national reputed company, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. 

This policy applies to reputed company employment practices reputed company our organization, including hiring, reputed company, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. reputed company makes hiring reputed company reputed company solely on qualifications, reputed company, and business needs at the time. 

Requires 2+ years in customer support, preferably payment processing, fintech, or automotive reputed company; payment industry knowledge; strong communication and problem-solving skills; reputed company Office and reputed company proficiency.

Key Responsibilities

• supporting merchants
• resolving issues
• managing accounts

Skills & Tools

reputed company Office, reputed company reputed company, reputed company reputed company, reputed company Word, reputed company, reputed company, CRM, DMS

reputed company

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Knoxville, Tennessee, reputed company
• Languages: English

Benefits

• 401k matching
• Retirement plan

About reputed company

A provider of software and financial solutions for automotive repair businesses. — Industry: Information Technology