Customer Support Specialist - Merchant Services (US Remote) WEST COAST

Welcome to Jackrabbit Technologies.

Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently. We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7000 clients in 35 countries around the world.

Our culture empowers YOU.

We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that “awesome place” is virtual--all of our employees enjoy the privilege of working remotely. We always have and always will. So, you must have reliable high-speed internet access. We are interested in speaking to qualified candidates who are US Citizens or Green Card holders with no special circumstances living in the US. We are not able to sponsor visas.

What you'll do.

In the role of Customer Support Specialist - Merchant Services, you will play a pivotal role on the ePayments Team to connect with and sell Merchant Services to current and prospective clients seeking integrated ePayments solutions with their Jackrabbit Class Management system. You will provide exceptional support to all ePayments clients. You will utilize your knowledge of the ePayments ecosystem to promote integrated solutions, troubleshoot issues, and ensure a smooth onboarding process for clients. This position specifically supports West Coast hours (8 AM - 5 PM Pacific Time).

Sales Responsibilities

• Connect with merchant services prospects, including existing Jackrabbit clients and potential new clients, through tickets, chat, Zoom, or phone.
• Conduct ePayments demos and sales calls to help clients make informed decisions about the functionality of ePayments in their Jackrabbit database.
• Promote the features and benefits of integrated ePayments solutions, leveraging your understanding of the ePayments ecosystem.
• Assist new clients from beginning to end, including analyzing merchant statements to prepare rate quotes for merchant services, guiding them through the application and onboarding process, and activating their ePayments account.
• Review client settings and demonstrate best practices for ePayments after they commit to the service.
  
  

Support Responsibilities

• Use your knowledge of Jackrabbit and strong understanding of ePayments integration to troubleshoot and efficiently address client questions and concerns across all supported platforms.
• Provide second-level support to the Jackrabbit Support and Onboarding Teams via the internal ePayments Slack channel.
• Set up and test new ePayments accounts from external gateway partners, ensuring timely communication regarding account status.
• Communicate with existing gateway partners to troubleshoot and resolve issues as they arise.
• Investigate Jackrabbit Pay fraud declines by analyzing transaction histories using the Adyen oil splash and updating card details as needed.
  
  

Additional Responsibilities

• Collaborate with the ePayments Team to ensure adequate shift coverage.
• Perform additional tasks as assigned to support the ePayments team and enhance client satisfaction.
• Commit to ongoing personal development by seeking training and educational opportunities to enhance your knowledge of the payments ecosystem.
  
  

What You're About.

The ideal candidate will possess prior merchant services sales and support experience and knowledge of the Jackrabbit Class Management system. Excellent communication and interpersonal skills are essential for effectively engaging clients, supported by a problem-solving mindset that emphasizes customer satisfaction. Experience with CRM systems and scheduling tools, such as Acuity or HubSpot, would be beneficial in managing client interactions and workflows.

In addition, you will have…

• High school graduate; a university, college, or technical school degree is an asset.
• 3 years of experience in a technical support or service role.
• Merchant services sales and support experience.
• Familiarity with the Jackrabbit Class Management system.
• Knowledge of QuickBooks desired.
• Excellent written and verbal communication skills.
• Strong aptitude for technology, including proficiency in multiple internet browsers, Google Drive products, and Microsoft Office Suite.
• Ability to represent company values and demonstrate customer care through written communication, public speaking, group training, and virtual interactions.
• Strong time management skills, self-motivation, and adaptability to changes in software processes or team procedures.
  
  

What You Will Love About Us.

• Our Culture! Read what our employees say about working at Jackrabbit on Glassdoor.
• We work remotely. We always have - we always will!
• Our Health and Wellness Benefits. Medical, Dental, Vision, Flexible Spending and Dependent Care Accounts.
• We help you with the unexpected. Company-Paid Disability and Life Insurance. Opportunity to elect Critical Illness and Accident Insurance. Plus confidential access to legal and life counseling and mental health support available 24/7.
• Your future looks bright at Jackrabbit. 401(k) with a generous company match, access to financial planning.
• We pay you to play, rest, recharge and balance your life. Paid Time Off, Paid Parental and Sabbatical leaves.
• You will grow your skills with us. Annual allowance for professional development.
• We give back. Paid Time to volunteer in your community.
  
  

Jackrabbit is committed to providing a workplace free from discrimination or harassment. We expect every member of the Jackrabbit team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.