Merchant Services Technical Support Specialist

Our organization is searching for a Technical Support & Deployment Specialist to work directly with clients to configure and troubleshoot point of sale (POS) terminals and integrated point of interaction (POI) solutions, e-commerce gateways, mobile payments, and P2PE security and compliance solutions., The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change at times due to business needs.

· Deliver high quality service while maintaining required performance standards with an emphasis on one call resolution.

· Provide both internal and external client support for merchant-related inquiries.

· Provide technical troubleshooting to identify and resolve point-of-sale system issues.

· Conduct client training and awareness to ensure the client knows how to operate their point-of-sale system and ensure they understand all aspects of their merchant relationship with the processor.

· Execute and log requested account maintenance and changes in a timely manner.

· Possesses comprehensive knowledge of all applicable point-of-sale hardware and software solutions, third-party Value-Added Reseller (VAR)/Independent Software Vendor (ISV) applications, payment gateway solutions, connectivity options and all other payment-related applications.

· Perform a needs analysis with each client to ensure they will be provided with the best processing solution suited for their business, that all their payment processing needs are met, and all client concerns are addressed.

· Escalate risk related or high client impact issues to the appropriate channel to facilitate issue resolution in a timely and effective manner.

· Facilitate and manage communication with 3rd-party vendors, internal teammates, and the client to address issues and questions to promote client satisfaction and mitigate client attrition.

· Build terminal profiles, download terminals, prep for shipping, and assist merchants with necessary installation, while also providing necessary client training.

This resource needs to be a technically savvy, customer-focused individual who possesses technical skills and excellent interpersonal skills. This role serves to build rapport and confidence with our customers by addressing inquiries with knowledge, skill, and empathy., To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

· High school diploma; college degree in applicable field preferred.

· One (1) year of merchant service customer/technical support experience.; (3) years preferred.

· Point-of-sale (POS) payment gateway and standalone terminal experience is highly desirable.

· Must be a self-starter with the ability to learn new applications and systems quickly.

· Ability to multi-task, work in a fast paced, turn-key environment, and be willing to work overtime as requested by manager

· Remote weekend support is required on a rotating schedule across the department. Every 5th weekend, voicemails are to be addressed with callbacks to provide support, as well as address incoming email/support tickets to troubleshoot issues clients may be experiencing.

· Excellent and adaptable communication skills (both written and verbal), along with excellent interpersonal skills working directly with clients and colleagues.

· Is a team player, results-driven, and utilizes resources effectively to solve problems.

· Proficient in Microsoft Office with ability to learn and use an internal CRM system and a multitude of 3rd party online portals.