Client Engagement Specialist

Payarc•Greenwich, CT

About The Position

We are a technology-driven company focused on empowering people and improving organizations through payment processing solutions. We provide smart and simple payment processing tools and products, backed by world-class experts and technology talent. Our mission is to help new businesses get started, increase customer revenues, and bridge the gap between online merchants and payment solutions. In this role, you will interact with customers and clients to identify and troubleshoot issues. This position involves performing all technical support and customer service activities for partners and merchant clients, including professional communication, troubleshooting technical issues related to payment authorizations, batching, clearing, and settlement, providing remote technical support for various payment terminals and payment gateways, assisting with other customer service functions, and triaging issues between company departments.

Requirements

Extremely detail oriented
Ability to multi-task
Good interpersonal skills
Strong communication skills
Strong relationship building skills
Influencing skills
Build solutions/problem solver
6+ months of relevant experience
Proficient in Microsoft Word/Excel
High School Degree

Nice To Haves

College degree preferred

Responsibilities

Independently assist merchants/agents with any issues that arise, including questions regarding authorizations, batches, clearing, settlement, deposits analysis within company proprietary software, the TSYS and Fiserv platform, and a dozen other 3rd party applications.
Build gateway profiles to enable merchants to accept credit cards through an EMV payment terminals and card not present method using their knowledge of the business to determine the correct program as well as appropriate encryption keys.
Use critical thinking skills to troubleshoot technical issues by researching issues using the knowledge learned during training and on the job expertise to determine the root cause of the issue.
Work independently and within the team to collaborate and solve various technical issues throughout the day.
Provide expertise customer service to existing clients over the phone and email.
Train merchants on using payment applications (EMV and Virtual Gateways) and company software platforms (CurvPOS and Curv Payment Gateway).
Guide merchants through PCI compliance program.
Understand activities and duties of all company departments and use this knowledge to resolve technical issues.
Show initiative and take lead over new projects that are assigned to the support team, some examples of those include application of new pricing updates for merchants, new terminal software updates and updating PCI information for all merchants.
Other duties as assigned.