Tekmetric · 2 weeks ago
Payments Support Specialist
Houston, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expTekmetric is a cloud-based platform designed to help auto repair shops operate more efficiently. The Payments Support Specialist will be responsible for resolving complex payment issues, troubleshooting technical problems, and ensuring a high level of customer satisfaction through effective communication and problem-solving skills.
AutomotiveSaaSSoftware
Responsibilities
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
Qualification
Required
Minimum of 2 years experience in a Support role
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
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
Preferred
Experience with Stripe or other payment gateways and processors is a plus!
Skilled in using CRM systems such as Zendesk and Hubspot
Benefits
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we're invested in your development.
Company
Tekmetric
Digital vehicle inspections, repair orders, inventory, job progress, customer communication, & much more.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$1.64MKey Investors
Susquehanna Growth Equity
2022-03-16Private Equity
2018-08-28Series Unknown· $1.14M
2016-01-01Seed· $0.5M
Leadership Team
Taylor Fuqua
CTO
Aaron Szafran
Partner Manager
Recent News
2025-11-13
2025-11-10
Company data provided by crunchbase