About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We're looking for a Merchant Specialist who will be in charge of the following tasks:
Customer Support:
● Provide timely and effective payment-related support to clients and internal teams regarding payment processing issues through various channels such as email, phone, and chat.
● Diagnose and troubleshoot payment processing errors, discrepancies, and technical issues reported by clients or detected internally.
● Process all SpeedPay underwriting applications which could include creating an account, ordering devices, enabling devices, MIDs, education, and full onboarding.
● Process all payment processing-related account changes as needed.
Issue Resolution:
● Investigate and analyze payment-related issues to identify root causes and implement appropriate solutions
● Collaborate with internal teams, including support, CSMs, developers, product managers, and QA engineers, to resolve complex payment processing issues and ensure timely resolution.
● Document support processes, troubleshooting steps, and resolutions to build a knowledge base for future reference and training purposes.
● Share insights and best practices with the team to enhance overall efficiency and effectiveness in handling payment processing support requests.
● Ensure Customer Support teams are continuously trained and educated on payments-related issues.
Reporting and KPIs:
● Maintaining and updating CRMs and other tools related to tracking underwriting applications and boarding new customers onto payment systems.
● Maintain, update, and submit daily, weekly, and monthly payment processing logs and reporting from processors.
Quality Assurance:
● Conduct thorough testing and validation of payment processing features and functionalities to ensure accuracy, reliability, and compliance with industry standards and regulations.
● Proactively identify potential issues or areas for improvement in payment processing workflows and systems and collaborate with relevant teams to address them.
Communication and Collaboration:
● Maintain clear and open communication channels with clients and internal stakeholders to provide regular updates on the status of payment processing issues and resolutions.
● Collaborate with cross-functional teams, including customer success, sales, and finance, to address client concerns, gather feedback, and implement improvements to the payment processing experience.
● Other duties as assigned.