Customer Support Specialist - Payment Processing

Payarc LLC, a fast-growing fintech and merchant services provider in Stamford, CT, is seeking a Client Support Specialist. In this role, you will be the frontline partner for our merchant clients, resolving payment processing, gateway, and POS issues while delivering exceptional service. You'll manage support tickets, guide clients through onboarding and account changes, and collaborate closely with internal teams to troubleshoot and improve solutions. This is a great opportunity to grow in payments, build fintech expertise, and help businesses optimize how they accept and manage payments.

Responsibilities

• Serve as primary contact for merchants, responding to inquiries via phone, email, and chat
• Troubleshoot payment processing, gateways, and POS issues using internal tools
• Guide clients through account setup, updates, and product features
• Escalate complex technical or account issues to appropriate internal teams
• Track and document all cases in CRM systems with accurate notes
• Educate clients on best practices to prevent transaction issues and chargebacks
• Collaborate with sales, risk, and operations to resolve account problems
• Monitor ticket queues and meet or exceed response and resolution SLAs
• Gather client feedback to help improve products, processes, and support resources
• Support onboarding of new merchants with training and walkthroughs

Required Skills

• Customer support
• Payment processing platforms
• Merchant services knowledge
• CRM software
• Ticketing systems
• Technical troubleshooting
• POS systems
• Payment gateways
• Written and verbal communication
• Data entry and documentation