What are the responsibilities and job description for the Customer Support Specialist, Priority Commerc position at Priority Technology Holdings, LLC?
Job title: Customer Support Specialist
Reports to: Director of Operations, Priority Commerce Government
Department: Acquiring
Location: Draper, UT
Grade: 11
About Priority Commerce:
Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.
We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.
At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.
About the Role:
As a Customer Support Specialist, you will be a key point of contact for customers using our payment processing solutions. You will respond to questions and concerns by phone and email, provide first-level technical support, and help customers navigate our systems and manage their accounts. Through timely, professional problem-solving and effective coordination with internal teams and external partners, you will support a positive customer experience and long-term customer relationships.
Responsibilities:
Respond to inbound customer calls and emails, addressing questions, troubleshooting issues, and providing clear, accurate guidance.
Perform Level I technical triage and support for system-related issues, identifying when additional assistance or escalation is needed.
Serve as a liaison among customers, internal teams, and external partners or vendors to coordinate issue resolution.
Assist customers with account-related updates, reconciliation questions, and navigation of payment processing software.
Communicate progress and next steps professionally, including during complex or escalated customer interactions.
Share customer feedback and recommend improvements to the user interface, support processes, and overall customer experience.
What Success Looks Like:
Customers receive responsive, accurate, and courteous support.
Routine customer issues are resolved efficiently and effectively.