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.