Merchant Services Tech Support Specialist I

Lone Star National Bank • Brownsville, TX

3d • Onsite

About The Position

The Merchant Services Tech Support Specialist I is responsible for the setup, installation, configuration, and ongoing technical support of merchant service products for business clients. This role ensures a seamless onboarding experience by guiding customers through the installation, activation, and secure use of payment terminals, point-of-sale (POS) systems, payment gateways, and associated software. The Specialist collaborates closely with internal teams and vendors to provide superior service and technical solutions.

Requirements

• High School Diploma or GED
• 1 year of technical support, preferred
• Ability to lift and install POS hardware (up to 30lbs)
• Must be able to work flexible hours as scheduled Monday through Friday, and Saturday rotation (hours will fluctuate as business needs dictate)

Nice To Haves

• Bilingual in English and Spanish, preferred

Responsibilities

• Coordinate, install, configure, and maintain POS systems, payment terminals, payment gateways, and related software.
• Walk clients through setup, system validation, and test transactions to ensure readiness.
• Provide onboarding support and training for merchants on secure, efficient use of payment processing systems.
• Deliver timely technical support for hardware, software, integration, and network issues.
• Assist with unusual or exceptional customer concerns and merchant processing issues.
• Diagnose and resolve client-reported issues with terminals, POS software, integrations, and transactions.
• Ensure payment solutions meet PCI DSS standards and other security requirements.
• Collaborate with fraud, risk, IT, and Treasury Management teams to address escalated or complex issues.
• Maintain strong vendor relationships for quick resolution of escalations.
• Partner with internal teams (Merchant Services, Retail, IT, Business Development) to enhance customer experience and provide technical feedback.
• Support pre-sales efforts by explaining technical capabilities and limitations of merchant service products.
• Maintain detailed logs of installations, support cases, and resolutions.
• Identify trends and sources of common issues and contribute to process improvement initiatives through reporting and recommendations.
• Participate in bank trainings as required specific to the merchant services department
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

Benefits

• All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function.
• In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures.
• All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.
• Punctuality and regular attendance should be regarded as essential functions of any position at Lone Star National Bank.
• Be at your work station ready for work by the start of each workday
• Remain at your work station, unless the needs of the job require being elsewhere, except during authorized breaks (including restroom breaks)
• Take only the time normally allowed for breaks
• Call in and notify your supervisor or another member of management if you are going to be either absent or tardy

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees