Payment Support Specialist

POSITION OVERVIEW

Salary Range: $55,000-$65,0000

Minimum Years of Experience Required: 2 years

Is this job available for internal promotion (current internal employees only): Yes

Working Location: Candidates with 2 years of experience eligible for in-office, hybrid, or fully remote schedules. Relocation subsidies available. At least 3 visits (per year) to the Chicago headquarters are required, including the final round interview. Please note candidates must be able, willing and excited to travel. 

*If you are based in the Chicagoland area, you’ll be required to work onsite for your first 90 days. After that, your schedule (in-office, hybrid, or remote) will be determined in alignment with performance and team needs.

Sponsorship: We’re unable to provide visa sponsorship for this position, either now or in the future. This includes individuals currently on OPT or STEM OPT. We truly appreciate your interest and encourage you to explore our other opportunities that may better align.

Application Process:

Before you Smart Apply, please read the full job description. Applications that don’t follow instructions will not be considered.

No formal cover letter needed, but please share a few sentences on why you’re applying. 

At ALIS, we believe that both cultural alignment and technical expertise are essential. Each stage of the interview process is designed to assess both, and they are given equal consideration in our evaluations.

Interview steps may include:

1. 10-min phone call with a recruiter

2. Video interview with the hiring manager

3. Video interview with the VP

4. In-person meeting in our Chicago office

Please note that ALIS will cover most expenses related to interview travel. Candidates residing in border states within a four-hour drive or less will be reimbursed for mileage.

The exact salary will vary based on years of experience and the level of proficiency in both hard and soft skills. It is uncommon for someone to be hired at the highest point of the salary range for their position. If you feel like this position is right for you but your desired salary range differs, please still apply. 

ABOUT THE COMPANY

ALIS is the industry leading provider of assisted living specific software. We are a purpose driven healthcare technology company passionate about innovation and using technology to help people by solving real world problems. The ALIS team designs, builds, delivers, and supports our flagship product ALIS (pronounced “Alice” and stands for Assisted Living Integrated Solutions).

CULTURE

At ALIS, our culture is rooted in purpose and passion. We show up each day with a positive attitude, ready to make a difference. We care deeply—about our work, our clients, and each other—and we act with honesty, respect, and integrity. We thrive on change, embracing curiosity and continuous growth. 

From creating joyful experiences to delivering high-quality, impactful solutions, we relentlessly seek excellence in everything we do. Joining ALIS means being part of a collaborative team that’s driven to improve lives through innovative software and meaningful connections.

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, you'll be the first line of support for clients using ALIS Pay, helping them get started, answering questions, and guiding them through setup and training. You'll assist with technical configurations, troubleshoot issues, and help ensure everything runs smoothly.

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

Behind the scenes, you’ll help track transactions, gather performance data, and support basic reporting. You’ll 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.
   

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
   

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.