Customer Support Specialist

DCS Recruiting for Quanta Pay Customer Support Specialist

Role Summary

The QuantaPay Customer Support Specialist is the frontline owner of merchant experience after onboarding. This role exists to resolve issues quickly, clearly, and accurately while reinforcing trust in the QuantaPay platform. The specialist handles day-to-day support requests, payment questions, terminal troubleshooting, workflow guidance, and basic technical triage, escalating only when necessary.

This is not a call-center role and not a sales role. It is a customer-facing, product oriented operational support role where clarity, follow-through, and judgment matter more than speed alone.

Core Responsibilities:

Customer Support and Issue Resolution
Serve as the primary point of contact for QuantaPay merchants via ticketing system, email, and phone


Resolve common issues related to:

Payment processing and settlement questions

Terminal setup, connectivity, and basic troubleshooting

Patient payment workflows including terminals, payment links, and payment plans

Fee structures, deposits, batching, and transaction questions

Maintain ownership of tickets from intake through resolution, including follow-up with the office


Product and Workflow Support:

Educate offices on proper QuantaPay workflows and best practices

Identify when issues are caused by process misuse versus system malfunction and respond accordingly

Provide clear explanations to non-technical dental staff without overcomplicating answers


Technical Triage and Escalation:

Accurately classify tickets and determine when escalation to Product or Engineering is required

Gather required details before escalation to avoid back-and-forth delays

Test issues in sandbox or internal tools when appropriate

Documentation and Continuous Improvement:

Contribute to internal knowledge base and SOPs as new issues or patterns emerge

Flag recurring issues, feature gaps, or confusion points to leadership

Follow established SLAs and quality standards

Cross-Functional Collaboration:

Coordinate with Onboarding, Product, and Finance when issues overlap

Support transitions between onboarding and steady-state support


What This Role Is Not:

Not responsible for onboarding new merchants

Not responsible for sales, renewals, or upsells

Not responsible for engineering fixes

Not a script-reading call center position


Required Skills and Experience
Must-Have:

2+ years in customer support, operations support, or technical support

Comfort troubleshooting software, payments, or hardware issues

Strong written communication skills with a professional, calm tone

Ability to manage multiple tickets without losing accountability

High attention to detail and follow-through

Please submit your application here: ----------

Nice-to-Have:

Experience with payment processing, fintech, or POS systems

Familiarity with dental or healthcare workflows

Experience using ticketing systems like Zoho Desk or similar

Comfort reading basic logs, transaction records, or reports


Performance Metrics:

First response time

Resolution time

Ticket reopen rate

Merchant satisfaction or CSAT

Accuracy of ticket classification and escalation

Please submit your application here: ----------