Position Overview
ZT Payments is seeking a dedicated Technical Support Associate (Payments) to join our Houston-based Payment Operations team. In this hands-on, entry-level technical support role, you will serve as the first line of defense for our merchant partners—troubleshooting transaction issues, configuring payment hardware and integrations, and ensuring SLAs are met with professionalism. This is an excellent opportunity to develop deep fintech expertise and grow within a fast-paced, innovative payments company.
Key Responsibilities
- Front-Line Merchant Support & Ticket Triage
- Serve as the initial point of contact via phone, email, and chat for merchant inquiries, meeting SLA response-time targets and maintaining professionalism in every interaction.
- Accurately log, categorize, and prioritize incoming support tickets in the CRM/ticketing system, ensuring full contextual handoff upon escalation.
- Transaction Troubleshooting & Escalation
- Diagnose and resolve basic transaction errors—failed authorizations, settlement discrepancies, reconciliation mismatches—and perform reversals or refunds per established protocols.
- Assemble chargeback evidence for simple disputes; escalate complex risk or fraud cases to Level 2 or Risk Management teams with complete incident dossiers.
- Solution Configuration & Multi-Processor Integration
- Provision and configure POS terminals, PIN-pad devices, mobile readers, and gateway API profiles for each ISO-bank/processor relationship; execute firmware updates and network parameter adjustments to ensure interoperability.
- Manage merchant MID assignment across multiple acquiring banks and processors, validating routing tables and processing parameters in both ISO portals and processor dashboards.
- Equipment Packaging, Shipping & Logistics Coordination
- Assemble hardware kits—terminals, cables, receipt printers—and generate carrier shipping labels; liaise with logistics partners to schedule pickups, track in-transit status, and confirm on-site merchant delivery.
- Process returns and advance replacement units under RMA procedures, ensuring rapid device turnover to minimize merchant downtime.
- System Monitoring & Basic Diagnostics
- Continuously monitor gateway uptime, transaction throughput, and network connectivity dashboards; execute initial diagnostics for connectivity outages or API failures.
- Elevate infrastructure or software anomalies beyond Tier 1 scope to Engineering or Operations teams with clear replication steps and log exports.
- Regulatory Compliance & Security Protocols
- Enforce PCI-DSS, KYC/AML, and ISO-mandated security standards in all support processes; verify merchant adherence to encryption, tokenization, and key-management policies.
- Conduct routine checks of merchant device firmware versions and access credentials to guard against unpatched vulnerabilities.
- Knowledge Management & Continuous Improvement
- Create and update internal runbooks, SOPs, and knowledge-base articles to capture emergent issue patterns, configuration steps, and shipping workflows.
- Proactively identify recurring incidents or process bottlenecks; collaborate with Product and Engineering stakeholders to drive enhancements that reduce Tier 1 escalation volume.
Qualifications
- High school diploma or equivalent; technical certifications (e.g., CompTIA A+) a plus.
- 1+ year of customer service or technical support experience, preferably in payments, POS systems, or networked hardware environments.
- Familiarity with ticketing/CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Basic understanding of payment processing concepts (authorizations, settlements, chargebacks).
- Proficiency with hardware configuration—POS terminals, PIN-pads, mobile readers—and basic networking (IP settings, firewalls).
- Strong troubleshooting skills and the ability to document technical issues clearly.
- Excellent verbal and written communication skills, with a customer-first mindset.
- Ability to work onsite in Houston, TX, during standard business hours.
Why ZT Payments?
At ZT Payments, you’ll join a collaborative team that’s revolutionizing how merchants get paid—empowering small businesses and global enterprises alike. We invest in your growth, offering mentorship, training, and career paths across Operations, Risk, Product, and Engineering. If you’re passionate about fintech, eager to solve technical challenges, and thrive in a customer-centric environment, we want you on our team!
ZT Payments is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Houston, TX 77027
