Payments Support Specialist - Remote

Overview

Newbook is seeking a Payments Support Specialist to provide exceptional support for our customers, leveraging extensive knowledge of the payments ecosystem.

In Short

• Provide guidance and support to clients over phone and email.
• Utilize existing knowledge base to resolve cases.
• Investigate and resolve cases collaboratively.
• Serve as subject matter expert for payments ecosystem.
• Analyze and troubleshoot payments-related issues.
• Update documentation regarding payments support.
• Train existing and new support representatives.
• Handle escalated technical issues effectively.
• Maintain ownership of requests and provide updates.
• Work in a fully remote environment.

Requirements

• 2+ years of product support experience in payments.
• Bachelor’s degree in a related field or equivalent experience.
• Previous Merchant Service or Banking experience required.
• Experience with credit card processing is a must.
• Excellent communication skills, both verbal and written.
• Proven ability to resolve escalated technical issues.
• Experience utilizing CRM systems.
• Positive, solution-oriented attitude.
• Ability to manage multiple tasks effectively.
• Knowledge of customer service principles.

Benefits

• Generous health coverage for you and your family.
• 401(k) match after 60 days.
• Flexible vacation policy.
• Remote engagement activities.
• Company rewards and recognition programs.
• Fully-paid parental leave.
• Monthly home data stipend.
• Access to mental well-being resources.
• Financial experts available for guidance.
• Early Wage Access option available.