Onboarding Support Representative

About Paynuity:

Paynuity is a leading provider of seamless, secure credit card payment processing solutions. Our mission is to simplify and optimize payment processing for businesses of all sizes, enabling them to focus on growth and success. We are a minority-owned business that fosters a dynamic, collaborative, and diverse workplace. Our innovative payment solutions are designed to streamline transactions while ensuring security and reliability for our clients. As we continue to grow, we are seeking dedicated professionals to join our team and contribute to the success of new clients.

Job Description:

As an Onboarding Support Representative at Paynuity, you will play a crucial role in ensuring a smooth onboarding process for new clients with our payment processing system. You will provide exceptional service through technical support, assisting customers with their system setup, troubleshooting, and questions. This role offers the opportunity to be the first point of contact for new clients and to help ensure they successfully implement and utilize Paynuity’s solutions.

What You Will Do:

This position is essential in supporting our "Service First" commitment by providing timely, individualized, service-oriented support to our customers. You will be the face of Paynuity to clients as they navigate the onboarding process, offering technical assistance and a positive customer experience.

Responsibilities:

• Greet customers in a courteous, friendly, and professional manner, following company procedures.


• Listen attentively to customer needs and concerns, demonstrating empathy while maximizing opportunities to build rapport.


• Clarify customer requirements and probe for further understanding to ensure a smooth onboarding process.


• Prepare accurate work and notate accounts as required, documenting all interactions and feedback.


• Participate in activities designed to improve customer satisfaction and business performance.


• Troubleshoot basic technical issues, including hardware, software, networking, or other products related to our client services.


• Help new clients set up and effectively use Paynuity’s payment processing solutions.


• Provide first-call resolution for technical troubleshooting services, clearly communicating steps necessary to resolve issues.


• Follow up with clients post-onboarding to ensure they are fully satisfied and utilize the system effectively.

Expectations:

• Excellent Customer Support: Respond promptly to customer needs and solicit feedback to improve service.


• First-Call Resolution: Accurately troubleshoot and resolve technical issues, ensuring a successful outcome.


• Interpersonal Skills: Build positive relationships by solving conflicts professionally and maintaining a calm demeanor.


• Oral & Written Communication: Communicate effectively, both verbally and in writing, ensuring clarity and professionalism.


• Teamwork: Collaborate well with colleagues to achieve common goals and maintain a positive, open-minded environment.


• Ethics & Professionalism: Treat others with respect, work with integrity, and uphold organizational values.


• Dependability & Punctuality: Maintain consistent attendance, meet deadlines, and ensure tasks are completed on time.

Requirements:

• Bachelor's degree or relevant experience.


• At least 1 year of experience in technical support or customer support, preferably with SaaS products.


• Experience in the payments industry is preferred.


• Ability to troubleshoot technical issues, with experience in hardware support being a plus.


• Excellent verbal and written communication skills.


• Excellent attention to detail, ensuring accuracy and quality in all tasks.


• Strong interpersonal skills with a friendly and approachable demeanor.


• Knowledge of Microsoft Office, cloud-based software, CRM systems, and spreadsheet/word processing software.


• A willingness to learn, take responsibility for personal development, and improve skills.


• A customer-centric attitude with a passion for delivering exceptional service.

Job Type: Full-time

Pay: $20.00 minimum per hour

Schedule:

• 8-hour shift


• Monday to Friday

Ability to Commute:

• Orlando, FL 32801 (Required)
  

Paynuity is committed to a diverse and inclusive workplace.  Paynuity is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Join Paynuity and help us shape the future of payment processing!