Merchant Training Representative

Deluxe • Fort Worth, TX

5d

About The Position

The Merchant Training Representative contacts and accepts incoming calls from merchants and sales representatives to set up and download equipment, train merchants on equipment functions, and ensure equipment is operating correctly. The role reviews orders to catch and resolve mistakes before completion and creates orders for merchants requesting additional supplies, equipment, or equipment swaps.

The representative handles escalated technical issues, tracks and reports daily work items, works across multiple ticket queues and other departmental functions as needed, and maintains knowledge of current and new products and industry changes.

Requirements

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

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.
• Understanding of technology and ability to 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 the equipment is operating correctly.
• Review orders to identify and resolve mistakes before completion.
• Create orders for merchants requesting additional supplies, additional equipment, or equipment swaps.
• Complete outgoing and incoming calls with merchants and sales representatives to set up, download, and train on equipment.
• Handle escalated technical issues by providing effective resolutions.
• Track and report daily work items.
• Work multiple ticket queues and perform other department functions as needed.
• Maintain knowledge of current and new products and industry changes.

Benefits

• Healthcare, including medical, dental, and vision coverage.
• Paid Time Off, Volunteer Time Off, and holidays.
• Employer-matched retirement plan.
• Employee Stock Purchase Plan.
• Short-term and long-term disability coverage.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.

What This Job Offers

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