Merchant Support Associate - Hybrid (Cincinnati)
About The Position
The Merchant Support Specialists team is central to Worldpay's operations, providing world-class support and fostering meaningful customer connections. The team is recognized as the Silver Stevie Award Winner for Call Center of the Year 2026 and maintains a consistent Monday–Friday schedule, promoting a healthy work–life balance. This role involves providing customer support to merchants within the Call Center support team through phone, email, and chat. The associate will handle a high volume of inquiries related to Worldpay products and services, focusing on identifying and resolving the root cause of issues using available tools and resources. Key aspects include tracking and documenting support requests accurately and ensuring adherence to quality standards, schedules, and average handle times.
Requirements
- Experience in payments processing or high‑volume call centers
- Deliver exceptional customer service while promoting self‑service tools
- Resolve client issues in real time
- Consistently meet key performance indicators: Average Handle Time, Quality, Customer Satisfaction, First Call Resolution
- Strong time‑management and prioritization skills
- Effective written and verbal communication
- Maintain composure, professionalism, and strong call‑control skills
- Communicate clearly and set proper expectations
- Proficient with PCs, Microsoft Teams/Outlook, and Salesforce
- Navigate multiple systems efficiently
- Basic understanding of phone, Ethernet, Wi‑Fi, and Bluetooth
Responsibilities
- Provide customer support to merchants within our Call Center support team, via phone, email, and chat while handling a high volume of inquiries related to Worldpay products and services
- Identify the root cause of issues, utilizing tools and resources to resolve them
- Track and document inbound support requests with accurate notations
- Ensure adherence to quality standards, schedules, and average handle times
- Address a high-volume contact center responsible for omni-channel servicing via voice, email, and chat
- Closely follow step-by-step troubleshooting procedures for point-of-sale or stand-alone equipment
- Proficiently utilize multiple computer applications to properly service merchant requests
- Proactively identify merchant’s needs utilizing available resources
Benefits
- consistent Monday–Friday schedule with no weekends or holidays, supporting a healthy work–life balance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
