E-Payments Specialist

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Full Time US

3 days ago Requisition

JOB SUMMARY:

The E-Payments Specialist is responsible for the setup, configuration, and specialized support of solutions within the ECRS E-Payments Business Unit. This role serves as a payments and software consultant to help ECRS customers follow documented best practices and achieve successful implementations. The position supports the installation, maintenance, upgrade, and enhancement of payment products in coordination with ECRS retail customers and third‑party vendors.

Primary areas of focus include in-store and online payments, including integrations, setup, support, documentation, and research.

RESPONSIBILITIES:

• Lead payment implementations through onboarding, configuration, testing, go-live readiness, and post-launch follow-up.
• Coordinate issue resolution across customers, vendors, and internal teams when ownership spans multiple parties.
• Document root cause, corrective action, and recommended prevention steps for recurring payment issues.
• Identify risks that may affect payment acceptance, customer experience, or implementation success and elevate as needed.
• Provide customer guidance on payment workflows, best practices, and operational readiness.
• Drive follow‑up and hold third‑party vendors accountable for issue resolution, status updates, and agreed next steps when external dependencies affect customer outcomes.
• Maintain detail‑oriented communication in tickets, customer updates, and emails.
• Maintain ticket and queue management, including follow‑up activities.
• Adhere to published best practices, policy, SLAs, and technical documentation.
• Assist in creating internal and external documentation.
• Communicate with the E-Payments Business Unit Manager and other product owners regarding issue escalation, recurring trends, and support needs.
• Coach customers on best practices/intended behaviors for implementation and continued use of Payment Products and software in the CATAPULT Suite.
• Track metrics and residuals as defined by E-Payments Business Unit.
• Contribute ideas to improve E-Payments processes, customer outcomes, and operational efficiency.
• Collaborate with other members of the E-Payments Business Unit to support balanced workload coverage and customer needs.

QUALIFICATIONS:

• Bachelor's degree in information technology, business, or a related field, or equivalent practical experience.
• Ability to explain technical payment concepts clearly to customers and non‑technical stakeholders.
• Ability to learn, use, and troubleshoot retail software.
• Demonstrated root cause analysis and independent troubleshooting skills.
• Strong written, verbal, and interpersonal communication skills.
• Strong organizational skills and ability to self‑manage time efficiently.
• Strong customer service skills, including professionalism, responsiveness, and the ability to build effective working relationships.
• Ability to coordinate with third‑party vendors, maintain accountability, and drive timely resolution of externally caused issues.
• Ability to manage multiple priorities with flexibility to meet changing needs.
• Experience managing customer payment projects, including coordination across customers, vendors, and internal teams, is a plus.
• Experience with Jira, Microsoft Office, SQL, and Notepad++ is a plus.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast‑paced, progressive technology company with a wide range of opportunities for quality‑oriented, career‑minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high‑tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do.

ECRS employees work together in dynamic teams to create, sell, install, and support our best‑in‑class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.