Payments Support Specialist

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 FunctionsRespond to new client inquiries and provide helpful, timely supportAssist in onboarding new communities to the ALISPay feature by facilitating initial setup and supporting introductory training sessionsSupport clients in configuring their payment gateway settings and answer frequently asked questionsTroubleshoot client issues with guidance from more senior team membersParticipate in proactive monthly preparation tasks to ensure client readiness and performance visibilityHelp draft and distribute communications to clients about backend system updates, downtime, or one-off issuesMonitor tickets in the issue-tracking system and assist in proper routing to the correct team or specialistMaintain and organize client profiles to ensure accuracy and ease of accessAssist with transaction tracking and support basic analysis under supervisionSupport internal communication efforts related to relationship and service updatesHelp collect and track key metrics, including transaction volume and basic monthly reporting needsAssist in maintaining documentation for workflows, FAQs, and client-specific proceduresParticipate in team training sessions and contribute ideas for improving service deliveryProvide feedback to the product team based on observed client needs and questionsEngage in internal training to build deeper knowledge of state-specific workflows and Medicaid-related tasksRequirements2+ years of experience in payment processing or financial workflowsStrong knowledge of full payments life cycle ( initiation to reconciliation)Comfortable with client-facing communication via email and virtual meetingsPrevious experience working with payment workflows, ticketing systems, and CRM toolsDetail-oriented, proactive, and eager to learn in a fast-paced environmentStrong written communication and organizational skillsNice to have : Previous experience with high volume payments platformKnowledge of assisted living spaceBenefitsHybrid work model (offices at Plaza Midtown, Guadalajara).

Full-time position with opportunities for professional growth.Christmas Bonus : 30 days, to be paid in DecemberMajor Medical Expense Insurance : Coverage up to $20,000,000.00 MXNMinor Medical Insurance : VRIM membership with special discounts on doctor's appointments and accident reimbursementsDental Insurance : Always smile with confidenceLife Insurance : (Death and MXN Disability)Vacation Days : 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager.

• Floating Holidays : 3 floating holidays in addition to the 7 official holidays in MexicoCell Phone Reimbursement & Transportation Subsidy.Hybrid Scheme : Enjoy the best of both worlds, remote and in-office work.Multicultural Exposure : Work with operations within Mexico and the United StatesMezTal Internal Events : Strike a healthy balance between your professional and personal goalsExclusive Discounts : Benefits with different companies for being part of MezTalAcademic Agreements : Access to national universities and language schools