Customer Support Representative II

Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs) Manage internal “Admin” tickets involving rejected transactions, fraud alerts, and maintenance errors Guide new merchants through onboarding, including PayJunction usage and partner software setup Set up new accounts and assess for merges, additional TIDs, and configurations Maintain up-to-date records of customer interactions Ensure relevant teams are included in communications and stakeholder requests are addressed promptly Provide industry-leading customer service and technical support to help clients succeed with PayJunction’s payment platform Work closely with Sales, Underwriting, Risk, Engineering, and Accounting teams Requirements 3–4 years of experience in the payments industry General understanding of merchant accounts and payment processing Demonstrated history of clear and effective verbal and written communication Customer-focused approach Comfortable using computers, software programs, and mobile apps ETA CPP certification is a plus Familiarity with Zendesk or similar customer service platforms is a plus Familiarity with Salesforce is a plus Must reside in California, Illinois, Texas, Minnesota, Colorado, Georgia, Connecticut, Massachusetts, or New York Must verify identity and eligibility to work in the United States Must complete required employment eligibility verification upon hire Potential background and/or credit checks Core Competencies Demonstrates expertise in customer service and technical support within the payments industry, with a strong focus on effective communication and collaboration across teams. Proficient in managing merchant accounts and payment processing, ensuring compliance with service level agreements. Highest-signal resume keywords Payments Industry Experience Merchant Account Management Customer Service Excellence Effective Communication Zendesk Familiarity ATS Optimization Keywords Hard Skills Payment Processing Merchant Account Setup Technical Support Service Level Agreements Fraud Alert Management Soft Skills Customer-Focused Approach Clear Communication Certifications & Qualifications ETA CPP Certification Industry Keywords Payments Industry Onboarding Stakeholder Communication Internal Ticket Management Customer Interaction Records Tools & Technologies Zendesk Salesforce PayJunction #J-18808-Ljbffr