Customer Implementation Specialist

About Paysafe 
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

 

Your career starts here. Help us build and deliver innovative payment solutions.  

 

Position Overview

The Customer Implementation Specialist is responsible for getting new customers to begin transacting using their Paysafe merchant account and must be knowledgeable in a wide range of payment devices including: point-of-sale (POS) systems, physical credit card terminals, payment gateways, and mobile payment solutions. This role requires strong communication skills, attention to detail, and critical thinking/problem solving ability.  The individual should also have a desire to learn and grow in industry knowledge as well as be able to proficiently multi-task in a fast-paced environment.

 

This role is based in Jacksonville, FL and offers a hybrid working model of working remotely while also being able to work an average of three days per week from our office in Jacksonville.

 

Responsibilities

• Service inbound and outbound calls, according to prioritization, for new customers to assist them with the set-up and activation of their payment acceptance solution.
• Engage with customers and ensure that they are supported throughout the activation process using clear, supportive communication and following-up when necessary.
• Schedule appointments with clients, based on their availability; mindful of pre-set appointments and achievement of 100% on-time engagement.
• Demonstrate a deep understanding and broad knowledge of customer relationship management systems, online portals, and merchant pricing.
• Collaborate with various internal departments to resolve customers’ inquiries and identify, investigate, and escalate issues as required.
• Monitor work queues and ensure all items are actioned within established service level agreements (SLA).
• Research and follow-up on any missing/non-delivered hardware.
• Maintain knowledge and understanding of various POS system’s including functionality and troubleshooting through continued research and education.
• Provide superior customer service and retain merchants by building positive experiences by anticipating customer needs, suggesting alternatives, and resolving customer issues in a timely manner.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Receptive to coaching/counseling and provided feedback with a positive attitude.
• Initiate and/or take part in department improvements and assist with other projects as directed by management.
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