Payments Helpdesk Support Specialist | Hybrid GDL...

JOB DESCRIPTION :

As our Payments Support Specialist, you'll be the first line of support for clients using our system, helping them get started, answering questions, and guiding them through setup and training. You'll assist with technical configurations, troubleshoot issues, and help ensure everything runs smoothly.

Day-to-day, you’ll check the support ticket system, respond to client inquiries, and route more complex issues to the right team. You’ll also help send out communications about system updates or issues, and keep client records organized and accurate.

Behind the scenes, you’ll help track transactions, gather performance data, and support basic reporting. You’ll take part in internal training, help maintain documentation, and share client feedback to improve the product and services.

Job Functions

• Respond to new client inquiries and provide helpful, timely support.
• Assist in onboarding new communities to the ALISPay feature by facilitating initial setup and supporting introductory training sessions.
• Support clients in configuring their payment gateway settings and answer frequently asked questions.
• Troubleshoot client issues with guidance from more senior team members.
• Participate in proactive monthly preparation tasks to ensure client readiness and performance visibility.
• Help draft and distribute communications to clients about backend system updates, downtime, or one-off issues.
• Monitor tickets in the issue-tracking system and assist in proper routing to the correct team or specialist.
• Maintain and organize client profiles to ensure accuracy and ease of access.
• Assist with transaction tracking and support basic analysis under supervision.
• Support internal communication efforts related to relationship and service updates.
• Help collect and track key metrics, including transaction volume and basic monthly reporting needs.
• Assist in maintaining documentation for workflows, FAQs, and client-specific procedures.
• Participate in team training sessions and contribute ideas for improving service delivery.
• Provide feedback to the product team based on observed client needs and questions.
• Engage in internal training to build deeper knowledge of state-specific workflows and Medicaid-related tasks.

Requirements

Benefits