PROLIM Global Corporation (;is currently seeking Support Specialist II for location Onsite in Austin/TX Preferred for one of our Top clients.
Title: Support Specialist II (Payments Escalations)
Location: Onsite In Austin/TX Preferred ( hybrid 3 days in office )
Contract: 12 Months
Job Description - Support Specialist II (Payments Escalations)
This role focuses on serving as the primary escalation point for complex payments issues (specifically payouts), requiring a hands-on approach to resolve challenging customer cases. The Specialist will leverage insights from these escalations to drive process and product improvements, including collaborating with Engineering and Product teams. A critical component of the role is supporting the continuous improvement of automated support capabilities through AI labeling and feedback efforts.
Responsibilities
· Act as the expert escalation point, resolving complex payments cases while ensuring strict adherence to quality and compliance standards.
· Identify and communicate workflow or process gaps to drive cross-functional improvement opportunities.
· Partner closely with Product and Engineering to ensure timely resolution of customer issues, providing support for debugging as needed.
· Contribute to the training and calibration of AI-led support systems by performing case labeling and annotation activities to optimize resolution logic.
Minimum Qualifications
· 3 + years of experience in an operations, customer support, or comparable environment.
· Proven ability to manage complex escalations and successfully resolve ambiguous customer problems.
· Strong analytical skills, with a track record of translating data insights into actionable process enhancements.
· Demonstrated success in communicating and collaborating effectively with cross-functional partners, including technical and engineering teams.
Preferred Qualifications
· Experience with AI-powered support tools, automation platforms, or data labeling processes.
· 2+ years of experience specifically in customer support related to payments, risk, or trust and safety domains.
· Proficiency with data analysis tools (such as SQL, spreadsheets, and dashboards) for monitoring operational performance.
Minimum Years of Experience : 3 +
Must-Have Skills
1. Complex Escalation Management: Ability to resolve challenging and ambiguous customer payment issues.
2. Analytical Skills: Proven experience translating data insights into actionable process improvements.
3. Cross-Functional Communication: Effective collaboration with Product, Engineering, and other teams.
4. Experience with AI Support Tools: Familiarity with AI-powered support, automation, or data labeling.
Nice-to-Have Skills
1. Payments/Risk/Trust & Safety Support: 2+ years in customer support for payments or related domains.
2. Data Analysis Proficiency: Skilled in SQL, spreadsheets, or dashboards for operational monitoring.
Apply online for immediate consideration, please send your updated resume, and contact info via email
About PROLIM Corporation
PROLIM is a leading provider of end-to-end IT, PLM and Engineering Services and Solutions for Global 1000 companies. They understand business as much as technology, and help their customers improve their profitability and efficiency by providing high value technology consulting, staffing, and project management outsourcing services.
Their IT and PLM consulting offerings include; Advisory, PLM Software/Services, Program Management, Solution Architecture Training/Staffing, Cloud Solutions, Servers/Networking, Infrastructure, ERP Practices and QA Services. Engineering services include Data Translation, CAD/CAM/CAE, Process & Product Engineering, Prototyping, and Testing/Validation within a wide range of markets and industries.
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