Payment Services Customer Support

Vacancy NamePayment Services Customer Support Vacancy NoVN290 Employment TypeFull Time LocationRemote Job Details

This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL or Canada.

About SofterWare

SofterWare is a dynamic, fully Agile company that builds multiple software-as-a-service (SaaS) products for clients whose dedication to bettering the world brings meaning to the work we do every day. Thousands of nonprofit organizations look to DonorPerfect software to effectively leverage their donor data, launch impactful fundraising campaigns, and grow the community that supports their cause.

Life at SofterWare

When you join SofterWare, you will:

• See the positive impact of your work by helping causes you care about

• Be part of a company culture that values work-life balance and giving back to local organizations together as a team.

• Work for a company that has been named a Top Workplace in the Philadelphia region 11 times and made the Inc. 5000- list for fastest-growing private companies 8 times in the last decade.

Your Role as a Merchant Account Specialist

We are currently seeking a Merchant Account Specialist to contribute to one of the fastest-growing services of our company. Your primary responsibilities will involve client support, payment gateway creation, merchant account creation, and sales support. The Merchant Account Specialists are the experts in the Credit Card and Electronic Checking world and the facilitation of payments.

Key Responsibilities:

• Ensure that all necessary account applications are received so that accounts can be created and clients can begin processing timely.

• Review processing options and pricing scales with prospects to ensure they understand their options to help make a decision.

• Coordinate with processing partners regarding account setup so that our customers' accounts can be up and running as fast as possible

• Set up and configure client gateway accounts so that our customers can begin processing

• Provide orientation in the use of gateway reporting tools in order to provide the customer with a basic understanding of our gateway

• Support the Risk and Underwriting Team as needed in order to decrease backlog.

• Respond to phone and email requests for assistance from clients so that they can continue running their business

• Document problems, solutions, and actions taken in a CRM system in order to provide a reference to the assistance given

• Serve as a transaction processing resource/expert for clients, sales, and customer service teams so that any questions can be answered

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Key Requirements:

• Strong Customer service and organizational skills

• Strong Written and Verbal Communications

• Excellent problem-solving abilities

• Excellent work ethic, positive attitude, customer service oriented.

• Technical orientation and familiarity with standard software applications (Microsoft Word, Excel, Google Apps)

• Ability to follow up on leads and set own appointments.

• Accounting and reconciliation skills desirable

• Knowledge of credit card, e-check (ACH), and merchant service desirable

Education and Experience:

• 2-3 years of experience in the customer service industry preferred

• Accounting/Bookkeeping experience considered a plus

• Experienced in "solution selling", having the ability to work with clients by identifying company goals and initiatives and moving them through the sales cycle to close.