SME – Computer User Support Specialist
Empower AI
Payments Support Specialist
Corcentric
full-time
Posted on:
Location Type: Remote
Location: Remote • Iowa, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $23 per hour
Job Level
Mid-LevelSenior
About the role
- Respond to customer inquiries—both technical and non-technical—via phone and email in a professional and timely manner.
- Handle inbound and outbound calls using a soft-phone application.
- Use CRM (Client Relationship Management) tools to manage your daily workload and maintain accurate case records.
- Navigate websites and search engines to gather contact information for payment execution.
- Submit product and development tickets to report technical issues.
- Apply active listening and probing techniques to effectively resolve customer concerns.
- Troubleshoot payment declines and escalate complex issues when necessary.
- Investigate and resolve invoice discrepancies.
- Follow established call handling procedures and maintain proper telephone etiquette.
- Manage payment cases and ensure accurate updates in CRM and payment systems.
- Verify user information to set up system administrators in the payment system interface.
- Understand and resolve invoice discrepancies and payment execution issues, offering appropriate solutions.
- Follow established security procedures to assist customers with profile management and to update information within the payment system interface.
- Use email templates and case management protocols to communicate with customers.
- Forward payment-related issues to clients’ Accounts Payable teams following proper procedures.
- Demonstrate critical thinking and sound judgment in decision-making.
- Communicate clearly and professionally across all channels.
- Take ownership of your tasks and follow through without needing reminders.
- Participate in team improvement initiatives and respond positively to coaching.
- Collaborate effectively with team members to achieve shared goals.
Requirements
- Excellent verbal, written and interpersonal communication skills, with a focus on quality service delivery.
- Intermediate level of proficiency with PC software (MS Office applications, internet and web-based applications)
- Attention to detail and accuracy in data entry and case management.
- Accountability and time management to meet deadlines independently.
- Strong collaboration skills with eagerness to contribute to a positive team dynamic.
- Ability to quickly learn new skills and apply them effectively in a fast-paced, dynamic work environment.
- Coachability and a willingness to improve through feedback.
- Previous experience in a customer support or call center environment (it's great if you also have).
- Familiarity with online payment systems and IVR navigation (it's great if you also have).
- Experience using CRM systems and MS Excel (it's great if you also have).
- Knowledge of payment processing or billing systems (it's great if you also have).
Benefits
- Generous annual paid time off program that increases with tenure
- Eight paid holidays plus three personal holidays to recognize or celebrate an occasion that is important to you
- An annual paid day off to volunteer for causes that are near and dear to you
- Paid maternity, paternal/secondary caregiver, and adoptive parent leave
- Company-paid life and disability insurance
- 401k program with a company match
- Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution
- Dental plan – including orthodontia coverage
- Vision plan – including discount for LASIK surgery
- All medical, dental, and vision insurance plans are available from the first of the month following your start date – no extended waiting period to be eligible!
- A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data entrycase managementpayment processingbilling systemsCRM systemsMS Excelsoft-phone applicationtechnical troubleshootinginvoice resolutionpayment execution
Soft skills
communication skillsactive listeningcritical thinkingtime managementattention to detailcollaborationaccountabilitycoachabilityproblem-solvingownership
