Merchant Service Representative
About The Position
The Merchant Services Representative works with both ICS customers and ICS employees to support merchant account, network security, and business continuity products and processes. This person will use their knowledge of information technology best practices, product expertise, sound judgement, and attention to detail to assist customers in achieving their goal of facilitating the processing of payment cards, securing their networks, and protecting the information contained within. The Merchant Services Representative will be responsible to work with merchants to determine payment card needs and guide merchants through the process of applying for and maintaining merchant accounts. This person will enter and/or validate merchant account information for payment card acceptance on merchant owned equipment. This person will also be expected to provide education and assistance to customers concerning the use, maintenance, and responsibilities associated with the merchant account. The Merchant Services Representative may also be call upon to assist with other projects in the Support department as needed. The Merchant Services Representative reports to the Merchant Services Manager.
Requirements
- High-school diploma or equivalent is required
- Working knowledge of MS Office
- Fundamental knowledge of MS operating systems
- Fundamental knowledge of networking principles
- Fundamental understanding of troubleshooting and diagnostic processes
Nice To Haves
- Associates degree or equivalent from two-year College or technical school preferred
- Current IT certifications a plus
- Previous experience working in a call center environment using ticketing software preferred
- Previous experience performing remote technical work preferred
Responsibilities
- Communicate with customers via email and phone
- Educate customers on best practices and the use of their systems
- Assist customers in understanding and filling out merchant processing applications
- Maintain an accurate record of accounts held by merchants to use and distribute that information as required
- Assist customers in their pursuit to achieve compliance with security frameworks such as PCI-DSS and any of the various PII frameworks
- Remotely install, configure, and troubleshoot custom payment application
- Remotely install, configure, and troubleshoot payment terminals
- Remotely install, configure, and troubleshoot network equipment
- Remotely install, configure, and troubleshoot network security software
- Accurately enter merchant account configuration
- Use backend systems to properly provision and monitor equipment and services for customers
- Work overtime and weekends as needed
Benefits
- health, dental, vision, disability & life insurance
- Paid time off
- paid holidays
- on-site Cafeteria and Employee Fitness Center
- a 401(k) savings plan with employer contributions
- health savings account
- health care and dependent care flexible spending accounts
- company paid short-term disability and long-term disability
- company paid employee basic life and AD&D insurance
- supplemental employee and dependent life insurance
- optional accident, hospital indemnity and critical illness insurance
- adoption, surrogacy, and fertility benefits and assistance
- commuter benefits
- parental, military, jury duty, and bereavement leaves of absence
- business travel services
- employee discounts
- an employee assistance program that includes company paid counseling sessions and legal services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
