Payment Services Customer Support

Job Description

SofterWare is on the “ Top Workplaces” list for the seventh time! We have enjoyed over 35 years of continuous growth because our employees and customers are happy. Our employees are offered a challenging and rewarding career along with a generous benefits program. SofterWare is a fun place to work and we support a work-life balance.

We offer benefits such as time off to volunteer, meditation classes, and a casual dress environment. In addition, we enjoy company events like a family Halloween open house and an annual holiday party. Our open office is state of the art and provides you with access to a gym, cafeteria, and walking trails, which will keep you energized.

Payment Processing Customer Support/Merchant Account Specialist will contribute to one of the fastest-growing services of our company.  Primary responsibilities will involve client support, payment gateway creation, merchant account creation, and sales support.  The Merchant Account Specialists are the experts in the Credit Card and Electronic checking world and the facilitation of payments.


  • Ensure that all necessary account applications are received so that accounts can be created and clients can begin processing timely.
  • Review processing options and pricing scales with prospects to ensure they understand their options to help make a decision.
  • Coordinate with processing partners regarding account setup so that our customers accounts can be up and running as fast as possible
  • Setup and configure client gateway accounts so that our customers can begin processing
  • Provide orientation in the use of gateway reporting tools in order to provide the customer with a basic understanding of our gateway
  • Support the risk and underwriting team as needed in order to decrease backlog.
  • Respond to phone and email requests for assistance from clients so that they can continue running their business
  • Document problems, solutions, and actions taken in a CRM system in order to provide a reference to the assistance given
  • Serve as a transaction processing resource/expert for clients, sales and customer service teams so that any questions can be answered


  • Strong Customer service and organizational skills
  • Strong Written and Verbal Communications
  • Excellent problem-solving abilities
  • Excellent work ethic, positive attitude, customer service oriented.
  • Technical orientation and familiarity with standard software applications (Microsoft Word, Excel, Google Apps)
  • Ability to follow up on leads and set own appointments.
  • Accounting and reconciliation skills desirable
  • Knowledge of credit card, e-check (ACH) and merchant service desirable
  • 2-3 years of experience in the customer service industry preferred
  • Accounting/Bookkeeping experience considered a plus
  • Experienced in “solution selling”, having the ability to work with clients by identifying company goals and initiatives and moving them through the sales cycle to close preferred

This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL or Canada.

"As I think about being an employee of SofterWare the idea of personal investment comes to mind. My experience at SofterWare has been one of learning from some amazing people who were willing to take time to invest in me to help me excel at my job and for that I am grateful. When I think about my job as a trainer, the word "aha" comes to mind. As a trainer, I love the fact I have the opportunity to be part of others learning journey and their aha moments, truly understanding how something works or how something can help them do their jobs better."

Kelly Ramage
Internal and External Training Specialist

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