Production Support Specialist

Production Support Specialist

EPX- Hybrid, Phoenix, AZ

***This role has a shift of Sunday through Thursday from 6 pm local time to 2:30 am. There is also rotating weekend on-call***

What you'll be doing:

• Support the processing platform; settlements, billing, funding, file transfers, and file receipts from and to card brands.
• Receives, researches to determine the root cause, and responds while adhering to the SLA for ITS tickets from Customer Service related to merchant processing issues, authorization failures, transaction settlements, and more.
• Monitor EPX automation processes to ensure all scheduled tasks and applications successfully ran and were completed.
• Reject processing, research, and resolution; processing of settlements rejects received from the networks, researching cause and correcting the issue for reprocessing of the transaction.
•  Identify the root cause and report any issues resulting from rejects or ITS tickets that might be platform wide as a result of the real time interchange rules.  
• Generate and Distribute the Fin Daily for the Finance Department
• Research and resolve cases in the production support queue.
• Timely and effectively respond to all system alerts and outages.
• Monitor and enforce compliance requirements in all in-scope environments.
• Identify and implement process changes to improve performance.
• Monitor and trend key production performance metrics and alert manager of issues.
• Assist in research and troubleshooting of production issues.
• Planning and execution of strategic architecture changes.
• Documentation of systems, processes, and schedules within in-scope environments.
• Assist in definition of processes and standards related to production functions.
• Stay current on and evaluate the potential use of new technologies in production.
• Participate in departmental rotation covering nightly processing

What we need from you:

• Associate’s Degree in Computer Science or related field
• 2 years’ experience in Technical Customer Service
• 2 years’ experience working with troubleshooting,  incident resolution, or problem determination
• Experience working with payment software is a plus
• Ability to troubleshoot and identify technical platform issues and resolve or escalate when appropriate
• Excellent oral and written communication skills, strong Customer Service ethic
• Independent learner, works well on their own and in a team environment
• Ability to manage multiple critical projects at one time while meeting project deadlines
• Demonstrated ability to build and maintain collaborative working relationships
• Understanding of SQL a plus

Salary Range: $53,000- $70,000

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

What we offer: 

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage

• Flexible Paid Time Off

• 401(k) + Match

• Mental Health Support & Well-Being Program

• Paid Maternity & Paternity Leave

• Education Assistance

• Company-funded Lifestyle Spending Account

Please note: North is a US based company and no sponsorship is available for this position at this time.

EPX by North. Gateway, processor, acquirer, and backend service partner.

Who we are: 

Electronic Payment Exchange (EPX) by North is a fully integrated payment solution, serving as a partner to businesses all over the world. EPX leverages its cardholder data protection system, BuyerWall, to increase processing speeds and centralize reporting to position itself as a customer-focused, secure, and cost-efficient payment processor.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands

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