Payment Support Specialist

JOB DESCRIPTION:   ALIS Pay is dedicated to providing a seamless and user-friendly payment solution. Our focus is on simplifying payment processing for the Assisted Living space. As our ALIS Payments Support Specialist youll be the first line of support for clients using ALIS Pay helping them get started answering questions and guiding them through setup and training. Youll assist with technical configurations troubleshoot issues and help ensure everything runs smoothly.

Day-to-day youll check the support ticket system respond to client inquiries and route more complex issues to the right team. Youll also help send out communications about system updates or issues and keep client records organized and accurate.

Behind the scenes youll help track transactions gather performance data and support basic reporting. Youll take part in internal training help maintain documentation and share client feedback to improve the product and services.

JOB ACCOUNTABILITIES

• Respond to new client inquiries and provide helpful timely support.
• Assist in onboarding new communities to the ALIS Pay feature by facilitating initial setup and supporting introductory training sessions.
• Support clients in configuring their payment gateway settings and answer frequently asked questions.
• Troubleshoot client issues with guidance from more senior team members.
• Participate in proactive monthly preparation tasks to ensure client readiness and performance visibility.
• Help draft and distribute communications to clients about backend system updates downtime or one-off issues.
• Monitor tickets in the issue-tracking system and assist in proper routing to the correct team or specialist.
• Maintain and organize client profiles to ensure accuracy and ease of access.
• Assist with transaction tracking and support basic analysis under supervision.
• Support internal communication efforts related to relationship and service updates.
• Help collect and track key metrics including transaction volume and basic monthly reporting needs.
• Assist in maintaining documentation for workflows FAQs and client-specific procedures.
• Participate in team training sessions and contribute ideas for improving service delivery.
• Provide feedback to the product team based on observed client needs and questions.
• Engage in internal training to build deeper knowledge of state-specific workflows and Medicaid-related tasks.
   

Qualifications :

JOB QUALIFICATIONS:

• 2  years of experience in payment processing or financial workflows.
• Strong knowledge of full payments life cycle ( initiation to reconciliation) 
• Comfortable with client-facing communication via email and virtual meetings.
• Previous experience working with payment workflows ticketing systems and CRM tools.
• Detail-oriented proactive and eager to learn in a fast-paced environment.
• Strong written communication and organizational skills.

BONUS

• Previous experience with high volume payments platform 
• Knowledge of assisted living space
   

Additional Information :

BENEFITS:

• 8 Company Holidays ( office will be closed) 

• 1 Floating Holiday

• 10 days of PTO (Year 1)

• Subsidized medical dental and vision insurance 

• 401k Plan Up to 5% Matching

• Pre-tax Commuter Benefits 

• Casual Dress 

• Referral Bonuses 

• Employee Assistance Fund

• Paid Parental Leave

• Paid Jury duty & Bereavement Leave 

• Length of stay rewards 

• Company bonus pool

• HSA and FSA

• Life Insurance policy subsidized by Company 

ALIS values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race color religion sex national origin ancestry age genetic information sexual orientation gender identity marital or family status veteran status medical condition or disability. All candidates are subject to a background check.

Remote Work :

Yes

Employment Type :

Full-time