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Tekmetric Logo Tekmetric · Customer Service

Payments Support Specialist

United States, Houston · Job Posted February 18, 2026
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Job Description

Tekmetric is looking for a Payments Support Specialist.

Job Responsibility

  • Respond to escalations from Tier 1 and Tier 2 Customer Support troubleshooting and resolving complex Integrated Payments issues
  • Resolve merchant issues and complaints with a solutions-oriented approach while retaining ownership and communicating the current status
  • Troubleshoot and escalate technical issues to partners as needed to address and find resolution
  • Thoroughly document phone conversations in appropriate systems
  • Place orders and return requests for Stripe Terminal card readers ensuring all data is accurate and send notifications and labels to merchants
  • Notify merchants by ticket and phone call when disputes are initiated
  • Write chargeback rebuttal statements, gather, and submit documentation as evidence to counter disputes
  • Review approved applications, verify pricing and information in Stripe match notes from Underwriting, and correct as needed
  • Assist Underwriting and Risk teams in communicating to merchants any outstanding documents needed
  • Help develop and implement standard practices and procedures and document within knowledge base
  • Ability to efficiently and independently perform all job duties
  • Participate in cross-functional team projects
  • Help the team achieve its benchmarks and goals

Requirements

  • Minimum of 2 years experience in a Support role
  • Experience with Stripe or other payment gateways and processors is a plus!
  • Skilled in using CRM systems such as Zendesk and Hubspot
  • Ability to communicate clearly and effectively while remaining patient and demonstrating empathy
  • Detail-oriented and organized
  • Ability to use multiple systems while troubleshooting and researching issues
  • Thrives working independently and is self-motivated

What we offer

  • Enjoy the flexibility of remote work
  • Competitive base salaries
  • Generous Paid Time Off
  • Paid maternity, parental bonding, and medical leave
  • Comprehensive health benefits (Medical, Dental, Vision, and Prescription coverage)
  • Free, confidential counseling through partnership with BetterHelp
  • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • Life and Accidental Death & Dismemberment (AD&D) Insurance
  • Wellness stipend up to $60/month
  • $300 home office setup bonus after one year of employment
  • Support for continuing education
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