Payment Support Specialist

Job Description

About ToptalToptal is a global network of top freelance talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and over 40% year-over-year growth, Toptal is the world s largest fully remote company .We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.Position DescriptionAs a Payment Support Specialist, you will be a part of Toptal s fast-paced environment while continuously demonstrating world-class service. The ability to communicate with compassion and clarity while managing your time effectively comes naturally to you. You are highly organized and a master at multitasking and follow through.Your ability to handle complex payment questions with empathy and patience is critical. You understand the impact exceptional service truly has on your own success as well as the strengthening of talent and Core team relationships. You set the bar high and work daily to push the limits when it comes to problem-solving.This is a remote position that can be done from anywhere in the United States. Due to the remote nature of this role, we are unable to provide visa sponsorship. Resumes and communication must be submitted in English.Responsibilities:You will bring a can-do spirit to work with you daily. You will always remain professional in your communication, whether working with internal teams, talent, or payment partners. Your natural ability to remain organized will be evident as you see tasks through to completion with efficiency. You will use the internal tools and payment applications available to you to complete daily tasks and continuously look for ways to better leverage resources. You will approach every challenge with a positive attitude and view problems as an opportunity for improvement. Your team and others will know they can always count on you to provide exceptional service and uphold the Toptal reputation.In the first week, expect to:

• Onboard and integrate into Toptal.
• Gain a broad understanding of common payment questions submitted to the Payment Team.

In the first month, expect to:

• Gain an in-depth understanding of common talent payment questions and be able to take on support requests with confidence.
• Provide basic support on questions regarding wire transfers, entity changes, account set-up and verification, payment methods, invoicing, and referrals.
• Become familiar with the Zendesk support system.

In the first three months, expect to:

• Process talent payments.
• Manage the talent support channel in Slack with efficiency.
• Develop your own system for tracking and following through on ongoing payment issues.
• Process debit and credit memos for talent payments.
• Take ownership of the entity change process.

In the first six months, expect to:

• Have a thorough understanding of the Toptal Platform.
• Handle complex talent support requests with little supervision.

In the first year, expect to:

• Take ownership of specific processes including support ticket delegation and leveraging the ZenDesk application for productivity, and strategies to increase the effectiveness of the process.
• Be seen as an expert with the ability to train others on how to provide world-class support service at Toptal.

Requirements:

• You must have exceptional empathy and a passion to help others.
• You must have experience with and value world-class customer service.
• You must be professional in your communication, both written and verbal, at all times.
• You must be comfortable working under pressure and effectively communicating with many different personalities and cultures.
• You must be highly organized.
• Your positive, can-do attitude is something you will bring to work with you daily.
• Experience with and passion for working with a technology organization preferred.
• Experience working 100% remote preferred.
• You must be a world-class individual contributor to thrive at Toptal.

For Toptal Use Only: #LI-MB2 #LI-REMOTE #west #midwest #ussouth #northeast,

Keyskills :
setwireclarityat multitaskingvirtual teamsbusinesscreditbasiczendeskplsqlapplication servicesbarpressurefinancial servicesmemosdesignsqlwire transfers