EverCommerce - Payments Support Specialist III (Remote, US)

📋 Description

• • Serve as a senior Payments Support Specialist providing advanced technical and operational support to EverCommerce Payment’s integrated partners, acting as the primary escalation point for complex issues.
• • Maintain expert-level knowledge of all EverCommerce Payments policies, procedures, merchant account operations, and credit card industry standards to diagnose and resolve intricate payment processing problems.
• • Manage Tier 3 support cases with strict adherence to a 72-hour SLA, targeting resolution within 48 hours, ensuring timely and accurate responses to partner inquiries.
• • Provide expert-level assistance with API integration challenges, including configuration troubleshooting, functionality validation, and guidance to ensure seamless partner system connectivity.
• • Initiate and track JIRAs for system bugs or technical issues reported by partners, coordinating closely with Product, Development, and Operations teams to drive timely resolution.
• • Execute end-to-end fraud authorization testing cases, from initiation through validation and resolution, ensuring compliance and security standards are met.
• • Handle escalated cases transferred from Tier 1, Tier 2, Customer Experience, or external partners, resolving complex technical and operational issues requiring cross-functional collaboration.
• • Provide overflow support to Tier 1 and Tier 2 teams by responding to escalated phone, chat, and email inquiries during peak volumes or staffing shortages.
• • Actively monitor and respond to partner queries in Microsoft Teams channels, ensuring prompt assistance and maintaining high partner satisfaction.
• • Mentor and coach Tier 1 and Tier 2 team members by answering daily questions, sharing best practices, and modeling problem-solving approaches.
• • Proactively identify gaps in team knowledge, recurring product or processor issues, and systemic inefficiencies, escalating findings to management with actionable recommendations.
• • Lead process improvement initiatives by updating or creating Salesforce solutions, optimizing Mobile/Hardware fulfillment workflows, and refining documentation and escalation protocols.
• • Contribute to training programs by developing, delivering, and maintaining onboarding and ongoing training materials for new and existing team members.
• • Collaborate cross-functionally with Product, Engineering, and Operations to identify root causes of recurring partner issues and implement long-term solutions.
• • Represent the Customer Care team’s voice by providing feedback and suggestions for systemic improvements, communicating management decisions and next steps back to the team.
• • Participate in special projects aimed at enhancing the partner experience, improving internal tools, and supporting new product or integration launches.