Customer Support Specialist - Client: Payment Processing
Salary undisclosed
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Department: Support & Leadership
Location: Philippines
Compensation: $7.00 / hour
About the Client
Our client is a leading fintech company revolutionizing the healthcare payment industry by enabling businesses to accept HSA/FSA payments seamlessly. Our client processes transactions from a $150B market, helping consumers save up to 30% on health-related purchases while enabling merchants to increase their revenue and cart sizes. Our client provides comprehensive solutions, including payment integration, auto-substantiation, and documentation services for both businesses and consumers.
Why does this role exist?
This position exists to provide essential front-line support for both merchants and consumers utilizing our client's HSA/FSA payment platform. The role is crucial in ensuring smooth transaction processing, handling basic customer inquiries, and maintaining high customer satisfaction levels. As the company expands its services, it needs dedicated specialists who can handle increasing customer support demands while maintaining quality service standards. This position is part of a team expansion hiring three support specialists to ensure comprehensive coverage across weekdays and weekends.
Tasks List
Customer Support Operations
- Handle basic customer support tickets
- Process document reissuance requests
- Correct customer information
- Provide clear and accurate responses to customer inquiries
- Utilize Pylon for ticket management
- Operate Retool for document processing
- Handle payment disputes and refunds through Stripe
- Navigate internal tools and systems
- Engage with customers through email
- Coordinate with team members via Slack
- Follow established escalation protocols
- Document customer interactions and resolutions
- Follow structured support procedures
- Maintain customer data confidentiality
- Adhere to HSA/FSA regulations
- Execute proper escalation paths for complex issues
- Provide coverage during assigned weekend shifts
- Strong English communication skills with emphasis on writing and comprehension
- Previous customer service experience
- Ability to learn and navigate multiple software platforms
- Detail-oriented with strong problem-solving skills
- Empathetic approach to customer concerns
- Technical aptitude for learning new tools
- Professional demeanor when handling sensitive information
- Ability to work independently while following established protocols
- Strong organizational skills
- WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
Work Setup:
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
- Monday to Friday, 9 AM to 5 PM PST (Pacific Standard Time)
- 40 hours a week
- $7 per hour
- No benefits package included
Department: Support & Leadership
Location: Philippines
Compensation: $7.00 / hour
About the Client
Our client is a leading fintech company revolutionizing the healthcare payment industry by enabling businesses to accept HSA/FSA payments seamlessly. Our client processes transactions from a $150B market, helping consumers save up to 30% on health-related purchases while enabling merchants to increase their revenue and cart sizes. Our client provides comprehensive solutions, including payment integration, auto-substantiation, and documentation services for both businesses and consumers.
Why does this role exist?
This position exists to provide essential front-line support for both merchants and consumers utilizing our client's HSA/FSA payment platform. The role is crucial in ensuring smooth transaction processing, handling basic customer inquiries, and maintaining high customer satisfaction levels. As the company expands its services, it needs dedicated specialists who can handle increasing customer support demands while maintaining quality service standards. This position is part of a team expansion hiring three support specialists to ensure comprehensive coverage across weekdays and weekends.
Tasks List
Customer Support Operations
- Handle basic customer support tickets
- Process document reissuance requests
- Correct customer information
- Provide clear and accurate responses to customer inquiries
- Utilize Pylon for ticket management
- Operate Retool for document processing
- Handle payment disputes and refunds through Stripe
- Navigate internal tools and systems
- Engage with customers through email
- Coordinate with team members via Slack
- Follow established escalation protocols
- Document customer interactions and resolutions
- Follow structured support procedures
- Maintain customer data confidentiality
- Adhere to HSA/FSA regulations
- Execute proper escalation paths for complex issues
- Provide coverage during assigned weekend shifts
- Strong English communication skills with emphasis on writing and comprehension
- Previous customer service experience
- Ability to learn and navigate multiple software platforms
- Detail-oriented with strong problem-solving skills
- Empathetic approach to customer concerns
- Technical aptitude for learning new tools
- Professional demeanor when handling sensitive information
- Ability to work independently while following established protocols
- Strong organizational skills
- WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
Work Setup:
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
- Monday to Friday, 9 AM to 5 PM PST (Pacific Standard Time)
- 40 hours a week
- $7 per hour
- No benefits package included