Client Support Specialist

Job Title

In this role, you will provide exceptional technical support and customer service to our partners and merchant clients. You will serve as a key point of contact, assisting customers with troubleshooting, issue resolution, and providing clear, professional communication throughout each interaction.

The ideal candidate will have experience supporting payment processing environments and will be responsible for resolving issues related to payment authorizations, batching, clearing, settlement, payment terminals, and payment gateways. This position will also assist with broader customer service functions, collaborate with internal teams to triage and escalate issues, and ensure timely resolution of client needs.

This position reports directly to the Client Engagement Manager.

Responsibilities & Duties

• Independently assist merchants and partners with payment-related inquiries, technical issues, and account support needs, including transaction processing, authorizations, batching, settlement, and deposits.
• Configure and support payment solutions, including payment terminals, online payment methods, and related integrations.
• Provide professional and knowledgeable customer service to clients through phone, email and chat interactions.
• Collaborate with internal teams to investigate, escalate, and resolve complex technical issues.
• Develop a strong understanding of company processes and departmental functions to effectively support client needs.
• Demonstrate initiative, strong problem-solving skills, and the ability to work independently while contributing to a team environment.
• Perform other duties as assigned.

Skills/Competencies

• Extremely detail oriented
• Ability to multi-task
• Good interpersonal skills
• Strong communication skills
• Strong relationship building skills
• Influencing skills
• Build solutions/problem solver

Qualifications / Experience Required

• 6+ months of relevant experience
• Spanish speaking required
• Proficient in Microsoft Word/Excel

Education Requirements

High School Degree

College degree preferred

PM22