TL;DR

Payments Technical Support Specialist (Fintech): Developing and maintaining processes for support escalations, delivering solutions to complex customer problems, and serving as an escalation point for queries. Focus on managing funding, transaction exceptions, and improving payment operations efficiency.

Location: Austin, Texas

Company

%hirify_global% is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences.

What you will do

Respond to Level 3 support escalations via the help desk.
Assist customer teams in designing and implementing resources to help customers and internal teams understand payments.
Communicate with clients and manage escalations around funding and transaction exceptions.
Develop and maintain expertise regarding %hirify_global%’s operations process, technical skills, and software capabilities.
Coordinate with internal support, implementation, customer success, account management, and sales teams to ensure client escalations are resolved.
Provide key input into overall payments strategy, raising key improvements and investment required to improve %hirify_global% payment operations and efficiency.

Requirements

At least 3+ years of in-depth knowledge of payment solutions and/or finance industry products and systems.
Advanced Excel and/or data analytics skills.
Prior SaaS experience working in customer support with technical products.
Outstanding interpersonal, influencing, verbal, and written communication skills.
Proven experience in defining and achieving innovations and improvements to support systems.
Strong work ethic with superior time management abilities.

Culture & Benefits

Work on a category-leading product in a fun, high-growth industry.
Enjoy 4 %hirify_global% Recharge days per year.
Engage in the ‘Vibe Tribe’ and contribute to company-wide initiatives.
Access the Team member Assistance Program for health and wellbeing support.
Receive 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
Benefit from a highly flexible work environment with an All Access pass to WeWork depending on your location.

Hiring process

Initial call with the Talent Acquisition Manager to discuss experience and salary expectations.
Interview with the Head of Payments to learn more about the role and %hirify_global%.
Loop Interviews to meet the wider %hirify_global% team and assess cultural fit.