Payments Support Specialist

About Tekmetric

Tekmetric is a cloud-based auto-repair shop management system with an easy-to-use workflow and a modern approach to customer care. Tekmetric champions transparency, integrity, innovation—and above all—a service-mentality that puts customers first.

Founded in Houston, Texas in 2015, Tekmetric has been providing reliable, fast customer service to shops from day one. Our team is growing quickly, but our service philosophy of listening to customers still remains a core value.

We’re looking for hungry candidates to help us strengthen our industry-leading team. We’re building our software to be more intuitive. We’re building more integrations that make our customers’ lives easier. We’re building better internal processes to make our globally distributed organization run more smoothly. We’re building stronger relationships with the best and brightest partners in our industry.

Our customers love our products. We love serving them. And we love the journey we’re on together.

Come build with us!

What You’ll Do

Tekmetric is looking for a Payments Support Lead to perform the following tasks:

• Respond to escalations from Tier 1 and Tier 2 Customer Support troubleshooting and resolving complex Integrated Payments issues
• Resolve merchant issues and complaints with a solutions-oriented approach while retaining ownership and communicating the current status
• Troubleshoot and escalate technical issues to partners as needed to address and find resolution
• Thoroughly document phone conversations in appropriate systems
• Place orders and return requests for Stripe Terminal card readers ensuring all data is accurate and send notifications and labels to merchants
• Notify merchants by ticket and phone call when disputes are initiated
• Write chargeback rebuttal statements, gather, and submit documentation as evidence to counter disputes
• Review approved applications, verify pricing and information in Stripe match notes from Underwriting, and correct as needed
• Assist Underwriting and Risk teams in communicating to merchants any outstanding documents needed
• Help develop and implement standard practices and procedures and document within knowledge base
• Ability to efficiently and independently perform all job duties
• Participate in cross-functional team projects
• Help the team achieve its benchmarks and goals

What You’ll Bring

• Minimum of 2 years experience in a Support role
• Experience with Stripe or other payment gateways and processors is a plus!
• Skilled in using CRM systems such as Zendesk and Hubspot
• Ability to communicate clearly and effectively while remaining patient and demonstrating empathy
• Detail-oriented and organized
• Ability to use multiple systems while troubleshooting and researching issues
• Thrives working independently and is self-motivated

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:

• Build things that matter:
• You have a love of building something new or improving on current processes and care about making a positive difference.
• We’re all entrepreneurs:
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
• Yes before no:
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
• We matter to each other:
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.

What We Offer:

Healthcare Insurance and Leave:

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage

Financial Benefits:

• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.