Software Support Representative (Payment Gateway)

Job Summary :

Join us in continuing to transform payment processing!

Our employees take personal responsibility for ensuring our merchants and vendor partners have the tools and guidance they need to be successful. If you are driven to help us create next-generation payment solutions, eager to effect change, and passionate about providing excellent customer support, we want to talk to you!

The Sola Gateway Support team are the first point of contact for Sola clients. They play a critical role in determining client satisfaction, focus on providing outstanding client service, software and technical support, and experiences that are critical to our ongoing success and merchant retention.

The Gateway Support Representative will provide high quality customer service to merchants by responding to inquiries that come into our support desk via email and telephone.

Duties and Responsibilities :

• Work the customer service queue, monitoring and answering incoming calls and emails daily
• Generate trouble tickets in Sola's Customer Assistance and Ticketing System and contacting the clients with follow-up and resolution.
• Ensure timely reporting, referral, follow-up and escalation of merchant issues to minimize disruption to service and overall impact to Sola clients.
• Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.
• Learn internal systems and apply setting modifications to customer accounts when applicable.
• Refer to pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.
• Document customer issues utilizing current on-line information management system.

Requirements and Qualifications :

About Sola

Sola is a leading payments provider offering a full suite of merchant services, including payment processing, gateway solutions, and PayFac capabilities. With strong partnerships across key verticals and a deep integration with ISV platforms, we deliver innovative and scalable solutions that help businesses of all sizes manage their payments efficiently. Headquartered in New York, our company is known for its customer-first approach, cutting-edge technology, and commitment to driving seamless transactions.

Equal Employment Opportunity Policy

Sola provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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