Client Engagement Specialist

Payarc LLC•Greenwich, CT

20h

About The Position

In this role, you will be required to interact with customers and clients and be able to identify and troubleshoot all issues. This position will perform 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 remote technical support for various payment terminals and payment gateways, along with assisting other customer service functions and triaging issues between other company departments. This position will report directly to the Client Engagement Manager.

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
Spanish speaking required
Proficient in Microsoft Word/Excel

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 this include application of new pricing updates for merchants, new terminal software updates and updating PCI information for all merchants
Other duties as assigned.