Customer Support Representative

OVERVIEWPaystar is a Baton Rouge, LA-based technology company that builds the payment software used by governments and utility providers to collect payments from their communities. Our clients include water utilities, electric providers, municipalities, and tax offices across the country and we're the team that keeps their payment systems running.We're a people-first team in a casual, collaborative environment. Every person here makes a visible impact on how the company operates and how well we serve our clients.This role is the front line of that client experience. As a Customer Support Representative, you'll handle support requests from two audiences: payers (the residents and customers making payments through our system) and billers (the government agencies and utilities that use Paystar's platform). It's a role where you'll learn the payments industry in depth phone payment systems, online portals, ACH transactions, payment gateways and that knowledge is genuinely useful for wherever your career takes you next.This position is full-time, on location at our Baton Rouge, LA office. Hours are MondayFriday, 8:30am5:00pm. There is no remote option for this role.RESPONSIBILITIESHandle inbound support requests from payers and biller administrators via phone, email, and chat troubleshooting issues, answering questions, and following up until resolvedWork your ticket queue in HubSpot, keeping issue documentation accurate and response times within targetDiagnose and resolve common payment issues: failed transactions, declined cards, ACH return codes, portal login problems, and IVR phone payment errorsGuide payers through the online bill payment portal and the IVR phone payment system explaining what happened, what to do next, and how to avoid the same issueAnswer biller-side questions from agency administrators: transaction history, refund status, account data, and billing period questionsProcess refund requests within your authorization level and document them accuratelyEscalate complex or unresolved biller issues to the Account Management team, and technical errors to Tech Support, with clear reproduction steps and context so the handoff is cleanBuild and maintain working knowledge of Paystar's product suite so you can answer questions without always needing to escalateFlag recurring issues and patterns to your team lead if the same question comes in three times in a week, that's signal worth surfacingQUALIFICATIONS- 12 years of customer service or support experience phone support, help desk, or software support all count- Strong written communication: you can explain a confusing situation clearly in an email without it turning into a wall of text- Comfortable working in software all day you don't need to be technical, but you need to be at ease navigating web-based tools, looking things up, and learning new systems- Reliable, organized, and consistent about following process support quality lives or dies on accurate documentation and follow-through- Patient and professional on the phone, including with callers who are frustrated about a failed payment or a billing issueNice to have:Experience with HubSpot, Zendesk, Salesforce, or any CRM/ticketing systemFamiliarity with payment processing terminology ACH, chargebacks, card-not-present, NACHA, tokenization even basic awareness speeds up your ramp time herePrior experience at a software company, fintech, utility, or government agencyAssociate's or Bachelor's degree (not required relevant experience is what we care about)Bilingual in Spanish and EnglishBENEFITS + COMPENSATIONSalary range: $38,000$48,000 (depending on experience)Paid vacation and sick leaveHealth/dental insurance (100% employee premium paid by Paystar)A casual work environmentCareer path note: This role has a genuine track record of moving into Account Management, Technical Support, and Implementation at Paystar. If you perform well and want to grow, there's a path here not a vague "opportunity for advancement" disclaimer, but actual roles people in this seat have moved into.Interested? Email your resume to View email address on click.appcast.io
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