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Partner Support Analyst

Reston, VA, USA Req #89
Friday, August 16, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster, and increase efficiency.  Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow, and beyond.  With more than 100,000 clients and two decades delivering smart, easily integrated business solutions, Paya has a proud and proven track record.  We are all about growth and success for our partners and their customers.

Job Summary:
This position is responsible for enhancing each partner’s relationship with Paya. This objective will be primarily accomplished by providing assistance to partners with escalated or more complex questions or issues regarding Paya's products or services and their application in the customer’s business operating environment. Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.). Partner relationships will also be enhanced by the identification of customer needs that can be addressed by additional Paya products or services.

Job responsibilities: 
rovides exceptional partner experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

Independently identifies the root cause of the client’s
hardware, software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues.
Listens for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others.
Diagnose and resolve technical hardware and software issues. Uses Knowledge Base methodologies to efficiently resolve issues.
Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies.
Actively promotes the knowledge base to our customers. Providing training and demos to newly boarded or perspective customers.
Escalate unresolved partner issues with all pertinent information included, to appropriate resources.
Follow up and make scheduled call backs to partners where necessary.
Documents each partner interaction using our case tracking systems in a clear, concise, and understandable format.
Escalate unresolved partner issues with all pertinent
information included, to appropriate resources. Works collaboratively and effectively within a team of peers.

Models a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.

Actively participate in internal projects such as improvements to processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving service in the department as assigned.

Prioritizes work for self and assists others, balancing the importance from the partner perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress.

Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the partner, employee and organization. Provide technical support to team and partners on existing Gateway and Virtual Terminal merchants and integrated payment applications and other related products.

Facilitate account changes for sales reps and various internal departments. Attend all department and company meetings to stay up to date with the latest changes and releases.

Assists with incoming requests to add services, add T&E card types, set up Debit and EBT, close accounts, DBA, name and address changes in front end files.

Key performance indicators:

Providing advanced level support.

Maintaining knowledge of Integrated Software and Applications.

Identifying, diagnosing defects within integrations and outages. 

Skills / Must have:

5+ years of account management or technical support required.         

5+ years of customer service experience.        

Proven background/experience achieving either client satisfaction or sales targets.         

Experience in client on boarding and client activation.     

People skills and demonstrated abilities to maintain and develop new relationships at all levels.

Required Technical / Professional qualifications:

Solid understanding of the payments landscape including ACH, Credit, Signature Debit and ATM cards. Core Understanding of integrated payments, specifically ERP/VAR solutions and ISVs. 



Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Hourly
  • Travel Required Yes
  • Reston, VA, USA