Sr. Payments Support Specialist at Storable

Storable is seeking a Sr. Payments Support Specialist to join their Support team at Newbook, a subsidiary of Storable. In this role, the specialist will be responsible for delivering a friendly and customized support experience to customers using the Newbook platform. He/she will analyze, investigate, and resolve complex payment and software-related issues, while leveraging extensive knowledge of merchant services and the payments ecosystem.

Responsibilities and Duties:

• Provide guidance and support to clients over phone and email.
• Proactively investigate and resolve cases while collaborating with team members.
• Contribute and update knowledge base and communities
• Collaborate with product or engineering to troubleshoot and triage issues for customers.
• Serve as subject matter expert for payments ecosystem and lifecycle.
• Assist in actively training existing and new support representatives around aspects of supporting payments.

Requirements:

• Bachelor’s degree in Business Applications, Computer Science, or a related field or equivalent work experience.
• Previous Merchant Service, Banking, or Financial experience required.
• Experience with credit card processing a must.
• At least 2 years of product support experience in technical, payments related support position.
• Excellent interpersonal communication skills, both verbal and written.
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues.
• Experience utilizing CRM systems.

What the role offers:

• Opportunity to be the first support specialist focused on payments
• Chance to work with a collaborative and committed support team
• Be the Subject Matter Expert (SME) for payments within the support team