Responsibilities
- Resolve complex merchant support cases across payment processing, settlement, and terminal issues through phone, email, and case management.
- Collaborate with internal teams (operations, risk, technology) to triage, prioritize, and drive timely resolution for client-impacting issues.
- Document interactions, root causes, and solutions; contribute to knowledge base and standard operating procedures for future reference.
- Identify trends and recurring issues; recommend process or product improvements to enhance client support services.
- Escalate critical incidents using defined severity and service-level criteria; follow through until closure.
- Educate clients on tools, statements, fees, and best practices to reduce repeat contacts and improve satisfaction.
- Participate in continuous learning through training programs and on-the-job experiences; maintain current knowledge of merchant services.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Requirements
- 2+ years of experience providing technical support or customer service for financial technology, merchant services and/or similar discipline
- Experience in troubleshooting and problem resolution
- Experience in technical documentation
- Experience with Microsoft Office (Word, Excel)
- An equivalent combination of education, work, and/or military experience.
Nice to Have
- Experience with remote desktop support tools
Benefits
- Fuel Your Life program to support your physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
- Eight Employee Resource Groups to foster a collaborative culture and expand your network
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Medical, dental, vision, life, and disability insurance options available from day one
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
Additional Information
- This role is remote Monday through Friday.
- You will work an assigned schedule of Monday – Friday 11:30 AM – 8:00 PM EST
- There will be some in office for training and PNC Bank visits.
- This role requires flexibility to work overtime that includes weekends and holidays, on an as needed basis.
- This role requires use of a computer and audio equipment.
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
