Merchant Training Representative

First American Payments Systems • Fort Worth, TX

4d

About The Position

The Merchant Training Representative supports merchants and sales representatives by handling incoming and outgoing calls to set up and download equipment, provide training on equipment functions, and confirm that equipment operates correctly. The role reviews orders for errors before completion, creates orders for additional supplies or equipment and equipment swaps, and resolves escalated technical issues. It also involves tracking and reporting daily work, working across multiple ticket queues and other departmental functions as needed, and maintaining knowledge of current and new products and industry changes.

Requirements

• High school diploma or GED.
• At least 18 years of age.
• Ability to speak clearly and listen actively.
• Ability to handle multiple inquiries in a fast-paced environment.
• Basic computer proficiency, including navigating web browsers, email, and common software such as Microsoft Office.

Nice To Haves

• Associate’s degree.
• Two years of call center experience involving customer service, technical support, and knowledge of credit card processing.
• Working knowledge of Point of Service (POS) equipment installation and operation.
• Bilingual English/Spanish skills.
• Ability to present complex technical information to a non-technical audience.
• Compelling and articulate speaking skills in a variety of settings.
• Strong problem-solving skills and ability to complete quality work on time.
• Excellent organizational skills and comfort communicating with internal and external customers via email.
• Ability to understand technology and grasp challenging technical issues.
• Dependability and flexibility to support schedule changes to meet business needs and goals.
• Internal candidates must be meeting or exceeding all current departmental standards.

Responsibilities

• Contact and accept incoming calls from merchants and sales representatives to set up and download equipment.
• Train merchants on equipment functions and ensure equipment is operating correctly.
• Review orders to catch and resolve mistakes before completion.
• Create orders for merchants requesting additional supplies, additional equipment, or equipment swaps.
• Make incoming and outgoing calls to merchants and sales representatives to set up, download, and train on equipment.
• Resolve escalated technical issues effectively.
• Track and report daily work items.
• Work multiple ticket queues and perform other departmental functions as needed.
• Maintain knowledge of current and new products and industry changes.

Benefits

• Healthcare, including medical, dental, and vision.
• Paid time off, volunteer time off, and holidays.
• Employer-matched retirement plan.
• Employee stock purchase plan.
• Short-term and long-term disability.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.

What This Job Offers

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