InterPayments

Customer Support

• Own the customer support queue, responding to merchant inquiries with urgency, empathy, and clarity.
• Assist with merchant onboarding and offboarding, ensuring smooth transitions at every stage.
• Manage and maintain accurate ticket statuses and customer records across support tools.
• Build real relationships with merchants, becoming a trusted advocate both internally and externally.
• Work with Customer Success to improve our merchant journey through all stages of their lifecycle.
• Be the Voice of the Customer by reporting and presenting their experiences to internal stakeholders.
• Monitor support queues and flag trends, FAQs, and recurring issues to leadership.
• Run and present monthly reporting on support performance against SLAs and customer satisfaction goals.
• Build and maintain internal documentation, SOPs, and knowledge base articles to reduce repeat issues and speed up resolution.

Customer Experience Lead

Support Engineer

• Provide Tier 1–2 technical support for macOS and Windows devices, including troubleshooting hardware, OS, and application issues.
• Assist users with setup, configuration, and maintenance of laptops, peripherals, and collaboration tools.
• Support remote employees across multiple time zones using remote-access tools and ticketing systems.
• Administer and support core SaaS platforms (e.g., Microsoft 365, Slack, project management tools, identity providers).
• Troubleshoot login, access, and integration issues across cloud services.
• Maintain user accounts, permissions, and security settings in line with established policies and least-privilege principles.
• Support device management and compliance using MDM tools (e.g., Jamf, Intune, Kandji, or similar) across Mac and Windows fleets.
• Assist with security monitoring, patching, and incident response workflows, escalating issues where appropriate.
• Help enforce security standards, including MFA, password policies, and data-handling guidelines for a distributed team.
• Maintain accurate documentation of processes, troubleshooting steps, and system configurations.
• Contribute to IT knowledge base articles and user guides to enable self-service and consistent support.
• Assist with onboarding and offboarding, including provisioning and deprovisioning accounts, devices, and access to core systems.
• Collaborate with IT and security leadership on continuous improvement of tools, workflows, automation, and internal service quality.

Customer Experience Lead

Technical Support Analyst