Merchant Support Specialist

Maverick Payments • Calabasas, CA

10d • $27 - $30 • Onsite

About The Position

Under the direction of the Client Services Director, the Merchant Success Specialist is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction Provide first-class customer service/support via telephone, email, chat, and any future channel. Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly. Maintains an accurate and complete record of all inquiries and problems handled. Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge. Utilizing all tools and systems consistently to enhance department knowledge. Retaining and sharing knowledge gained by supporting the team and delivering side by side training to new hires. Interdepartmental support guidance liaison and solutions expert. Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc. Providing basic level technical assistance. Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc. Assist with address and basic account update requests. Aid with Chat Support for the Merchant Success team. Providing, sharing feedback and constructive training to the team to adhere to company policies and procedures. Follow all card brad compliance rules and regulations for the security and integrity of sensitive information. Handling complex client escalations via telephone, email, chat and any future channel. Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance. Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations. Other duties assigned.

Requirements

• High school diploma or equivalent.
• 2+ Industry experience in call center or customer support related role.
• 2+ years card payment industry or payment processing with POS terminal technical experience.
• Proficiency with Microsoft Suite
• Knowledgeable in point-of-sale systems and related peripherals.
• Applicable TSYS knowledge.
• Experience in call center environments.
• Ability to listen to others and communicate in an effective manner.
• Ability to effectively identify, troubleshoot and problem solve.
• Ability to clearly communicate technical related directions in verbal and written form.
• Possesses strong analytical and research skills with strong attention to detail.
• Ability to work autonomously while producing a high output of quality work.
• Ability to prevent, manage, and /or resolve conflict.
• Demonstrates a level of credibility and concern that is responsible, reliable, and trustworthy.
• Ability to ensure that one's own and other's work and information are complete and accurate.
• The ability to carefully prepare for meetings and presentations.
• The ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to support, promote, and ensure alignment with the organization's vision and values.
• The ability to understand how an organization must change considering internal and external trends and influences.
• Ability to focus personal efforts on achieving results consistent with the organization's objectives.

Responsibilities

• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintains an accurate and complete record of all inquiries and problems handled.
• Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge.
• Utilizing all tools and systems consistently to enhance department knowledge.
• Retaining and sharing knowledge gained by supporting the team and delivering side by side training to new hires.
• Interdepartmental support guidance liaison and solutions expert.
• Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Providing basic level technical assistance.
• Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc.
• Assist with address and basic account update requests.
• Aid with Chat Support for the Merchant Success team.
• Providing, sharing feedback and constructive training to the team to adhere to company policies and procedures.
• Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.
• Handling complex client escalations via telephone, email, chat and any future channel.
• Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
• Other duties assigned.

Benefits

• Competitive Salary, Bonuses, and Incentives.
• Comprehensive employer-sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with matching contribution .
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED