Customer Support Representative II Job California Missouri USA,IT/Tech

Location: California

Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs)
Manage internal “Admin” tickets involving rejected transactions, fraud alerts, and maintenance errors
Guide new merchants through onboarding, including Pay Junction usage and partner software setup
Set up new accounts and assess for merges, additional TIDs, and configurations
Maintain up-to-date records of customer interactions
Ensure relevant teams are included in communications and stakeholder requests are addressed promptly
Provide industry-leading customer service and technical support to help clients succeed with Pay Junction’s payment platform
Work closely with Sales, Underwriting, Risk, Engineering, and Accounting teams

Requirements

3–4 years of experience in the payments industry
General understanding of merchant accounts and payment processing
Demonstrated history of clear and effective verbal and written communication
Customer-focused approach
Comfortable using computers, software programs, and mobile apps
ETA CPP certification is a plus
Familiarity with Zendesk or similar customer service platforms is a plus
Familiarity with Salesforce is a plus
Must reside in California, Illinois, Texas, Minnesota, Colorado, Georgia, Connecticut, Massachusetts, or New York
Must verify identity and eligibility to work in the United States
Must complete required employment eligibility verification upon hire
Potential background and/or credit checks

Core Competencies

Demonstrates expertise in customer service and technical support within the payments industry, with a strong focus on effective communication and collaboration across teams. Proficient in managing merchant accounts and payment processing, ensuring compliance with service level agreements.

Highest-signal resume keywords

Payments Industry Experience
Merchant Account Management
Customer Service Excellence
Effective Communication
Zendesk Familiarity

ATS Optimization Keywords Hard Skills

Payment Processing
Merchant Account Setup
Technical Support
Service Level Agreements
Fraud Alert Management

Soft Skills

Customer-Focused Approach
Clear Communication

Certifications & Qualifications

ETA CPP Certification

Industry Keywords

Payments Industry
Onboarding
Stakeholder Communication
Internal Ticket Management
Customer Interaction Records

Tools & Technologies

Zendesk
Salesforce
Pay Junction