Merchant Support Specialist - Hybrid (Cincinnati)

Worldpay • Cincinnati, OH

9d • Hybrid

About The Position

About the team Our Merchant Support Specialists are at the center of everything we do—delivering world class support, creating meaningful customer connections, and bringing enthusiasm and dedication to every interaction. Their collaborative spirit drives our growth, and their excellence has earned us recognition as the Silver Stevie Award Winner for Call Center of the Year 2026. This exceptional team also enjoys a consistent Monday–Friday schedule with no weekends or holidays, supporting a healthy work–life balance. What you’ll own You will 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. Your responsibilities include identifying the root cause of issues, utilizing tools and resources to resolve them, and tracking and documenting inbound support requests with accurate notations. Additionally, you will ensure adherence to quality standards, schedules, and average handle times. Your training will be onsite Monday thru Friday 8:30am-5:00pm for 10-weeks You will work a hybrid schedule; onsite 3 days per week (Tuesday, Wednesday, and Thursday) You will address a high-volume contact center responsible for omni-channel servicing via voice, email, and chat. You will closely follow step-by-step troubleshooting procedures for point-of-sale or stand-alone equipment. You will proficiently utilize multiple computer applications to properly service merchant requests. You will be proactively identifying merchant’s needs utilizing available resources. Where you’ll own it This is a hybrid position based in the Cincinnati, OH office. Training Schedule (Onsite Required): 10 weeks, Monday–Friday, 8:30 AM–5:00 PM Required Hybrid Work Schedule: After training, you will work onsite 3 days per week (Tuesday, Wednesday, and Thursday). Shift options are available between 8:00 AM and 8:00 PM - (Hybrid with 3 days per week after training)

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
• identifying the root cause of issues, utilizing tools and resources to resolve them
• tracking and documenting 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 identifying merchant’s needs utilizing available resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed