Support Representative Talent Network

A career with Gravity Payments is an opportunity to be part of a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members are dedicated to providing exceptional service for our clients and our community because we care deeply about making a meaningful impact.

We are proactively building a pipeline of customer support and operations professionals who are interested in future opportunities with Gravity Payments. This is not an immediate hire but rather an opportunity to interview and stay engaged with us. If you're an experienced operations professional seeking a dynamic and mission-driven workplace, we invite you to express your interest.

What is a Talent Network?

A Talent Network is for professionals who are interested in joining Gravity Payments in the future but may not be looking for an immediate transition. By joining our talent network, you will go through our interview and vetting process in advance. When a position opens, qualified and vetted candidates will be considered for the role. This allows you to explore future opportunities while continuing in your current role. This approach streamlines the hiring process, allowing us to move quickly when the right role becomes available.

What Success Looks Like in This Role

Success in this role is, more than anything, being an effective team player. It means using teamwork to meet both individual and team goals while balancing incoming call volume, workload, and proactive follow-up. Strong communication skills, the ability to build positive relationships across departments, and creative problem-solving will be key to resolving issues effectively. Success also requires a willingness to challenge yourself, a hunger for growth, adaptability to change, and a continuous learning mindset.

Core Responsibilities:

• Provide phone and email support for our merchants and sales representatives.
• Partner with our operations and sales teams to deliver high-quality, cohesive support.
• Assist merchants with troubleshooting credit card processing equipment and related systems (technical training provided).
• Support merchants with basic online access, password resets, transaction lookups, and new orders.
• Engage in continuous learning, including cross-training in multiple departments.
• Work with the Technical Support team to troubleshoot hardware and network issues.
• Collaborate with the Financial Support team to address processing-related questions and issues.
• Handle routine account maintenance and updates as needed.

Please note: Responsibilities may vary depending on the specific role and department needs at the time of hiring. Candidates may be placed in different areas based on their experience, skillset, and business priorities.

Potential Career Paths from This Network: Qualified candidates in the Support Representative Talent Network may be considered for future openings in General Operations, Financial Support, Deployment, or Technical Support, depending on skillset and business needs.

Preferred Skills:

• Experience in a Customer Support role
• Experience in Payment Processing or Fintech
• Strong oral and written communication skills (via phone and email).
• Quick and eager learner with a passion for delivering excellent service.
• Strong relationship-building skills and a customer-focused mindset.
• Technical aptitude and ability to navigate multiple computer systems efficiently.
• Highly organized with strong follow-up and attention to detail.
• Problem-solving skills to identify root causes and escalate issues appropriately.
• Self-motivated with the ability to manage multiple priorities independently.
• Flexibility to occasionally work outside normal business hours, including after-hours and weekends, to best serve our clients.