Merchant Support Technical Specialist
About The Position
The Merchant Services Technical Specialist provides advanced technical and operational support for Jonas Club Payments merchant accounts. This role handles complex issues and escalations, resolves high impact merchant problems, and supports stable payment processing across the platform. The specialist partners closely with the Merchant Services Team Lead, Product, and Technology teams to identify root causes and improve long term reliability. This role requires deep payments knowledge, strong troubleshooting skills, and the ability to communicate clearly with both merchants and internal teams. Ability to support rotating shifts between 8:00 a.m. and 8:00 p.m., including occasional holiday coverage as required.
Requirements
- 3+ years of experience in merchant account support, payments, or financial services.
- Proven experience handling Tier 2 or escalated technical support cases.
- Strong knowledge of payment gateways and processors, API integrations and troubleshooting, settlements, reconciliation, reporting, and chargebacks and dispute resolution.
- Ability to diagnose technical issues across multiple systems and data sources.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to nontechnical audiences.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
- Experience troubleshooting POS-to-gateway payment flows.
- Understanding of card-present vs card-not-present transactions.
- Familiarity with AVS, CVV, authorization flows, batching, settlements, and funding timelines.
- Ability to analyze logs, reports, and transaction data to identify failures.
- Comfort working with APIs, webhooks, or integration-level issues (hands-on or diagnostic).
Nice To Haves
- Experience working with SaaS platforms, hospitality systems, or payments software is an asset.
Responsibilities
- Resolve escalations related to merchant accounts, payment processing, settlements, reconciliation, reporting, and chargebacks.
- Investigate complex technical issues involving gateways, processors, APIs, and integrations.
- Own issues end to end, ensuring accurate diagnosis, resolution, and timely merchant follow up.
- Act as the primary escalation point for complex merchant and technical issues.
- Support the Team Lead during high volume periods, outages, or critical merchant incidents.
- Maintain clear and accurate documentation of escalations, actions taken, and outcomes.
- Identify recurring merchant issues and systemic gaps.
- Partner with Product and Technology teams to test fixes, validate solutions, and prevent repeat problems.
- Contribute insights that improve onboarding flows, account setup, and overall platform stability.
- Communicate technical issues in clear, merchant friendly language.
- Set realistic expectations and maintain merchant confidence during complex cases.
- Support merchant retention by resolving issues accurately and efficiently.
- Meet or exceed SLAs, quality standards, and productivity expectations.
- Follow defined processes while proactively flagging gaps or risks to the Team Lead.
- Provide input into knowledge base articles, troubleshooting guides, and internal documentation.
- Act as a payment’s integration subject matter expert for the Client Support team.
- Provide informal coaching, guidance, and technical clarification when needed.
- Share best practices and learnings with the wider Merchant Services team.
Benefits
- The salary range for this role is between $65,000 - $75,000 a year.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
