Payments Support Specialist

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. 

A little about the role…

The Payments Support Specialist provides comprehensive support to childcare provider merchants using our integrated payment processing platforms. This role combines technical expertise with exceptional customer service to ensure seamless payment operations for our software solutions. The specialist will troubleshoot payment-related issues, guide merchants through platform features, and maintain the highest standards of customer satisfaction while supporting our business partners in their daily payment processing needs.

What You Will Do…

• Deliver excellent customer service and support to childcare center merchants via remote connection or over the telephone, while using and operating automated call distribution phone software, in-house support ticketing system and in-house customer management system
• Provide technical support for payment processing transactions, including troubleshooting declined payments, processing refunds, and resolving payment gateway issues 
• Interact with merchants to provide and process information in response to inquiries, concerns, and requests about payment platform usage and integration with software solutions 
• Be knowledgeable about payment processing procedures, PCI compliance requirements, and able to respond to merchant questions, concerns, etc. in a timely manner 
• Communicate with prospective childcare center merchants from multiple channels, including phone, email and live chat 
• Conduct web demonstrations of payment platform features to prospective merchants and support the sales process where necessary 
• Assist merchants with payment setup, configuration, and ongoing maintenance of their payment processing accounts 
• Utilize available resources for identifying merchant needs and finding resolution for payment-related issues 
• Follow standard processes and procedures for payment processing support 
• Identify, escalate, or redirect priority payment issues per Company guidelines 
• Offer alternative payment solutions where appropriate with the objective of retaining merchant relationships 
• Follow-up and make scheduled call back to merchants where necessary 
• Assist merchants with payment reporting, transaction reconciliation, and settlement inquiries to ensure accurate financial records 
• Stay current with payment platform updates, industry regulations, and participate in training as required

Our Ideal Candidate Will Have…

• Punctual, regular, and consistent attendance
• Proper phone etiquette and professional communication skills 
• Excellent communication skills both verbal and written 
• Demonstrated proficiency in typing and grammar 
• Knowledge of customer service principles and practices 
• Effective listening skills 
• Understanding of payment processing fundamentals and ability to recognize when an issue needs to be escalated following standard processes and procedures 
• Strong mathematical skills and attention to detail for processing payment calculations, fees, and transaction reconciliation 
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits 
• Make merchant needs a primary focus of one's actions; developing and sustaining productive merchant relationships 
• Familiar with various payment methods, payment gateways, and basic PCI compliance requirements 
• Multi-tasking capabilities and ability to manage multiple merchant inquiries simultaneously
• Associate degree or equivalent work experience required
• 2+ years' of work-related experience with payment processing systems or financial software packages 
• Previous experience supporting merchants or business customers preferred 
• Knowledge of childcare industry operations is a plus

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$25-$30/hour DOE

Location

This position is based in our Denver, CO office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a few days a week.