Merchant Training Representative

First American Payments Systems•Fort Worth, TX

13d

About The Position

Contact and accept incoming calls from merchants and sales representatives to set up and download equipment. Train the merchant on the equipment functions and ensure the equipment is operating correctly. Review orders to ensure mistakes are caught and resolved prior to completion. Create orders for new merchants requesting additional supplies and/or additional equipment or equipment swaps. Complete outgoing and incoming calls to/from merchants and sales representatives to set up, download and train on equipment functions and ensure equipment is operating correctly. Handle escalated technical issues by providing an effective resolution. Track and report daily work items. Work multiple ticket queues and other department functions as needed. Maintain knowledge of current and new products, as well as industry changes.

Requirements

HS/GED
Ability to speak clearly and listen actively.
Capable of handling multiple inquiries in a fast-paced environment.
Basic proficiency with computers, including navigating web browsers, email and common software such as, Microsoft office suite.
Must be 18 years of age or older.

Nice To Haves

Associate’s degree
2 years of call center experience involving customer service, tech support and knowledge of credit card processing
Working knowledge of Point of Service (POS) equipment installation and operation
Bilingual (English/Spanish) is beneficial
Ability to present complex technical information to a non-technical audience
Compelling and articulate speaker in a variety of settings
Expert problem-solver who completes quality work on time
Possesses excellent organizational skills and is comfortable communicating with internal and external customers via email
Understands technology and can grasp challenging technical issues
Dependable and remains flexible to support schedule changes to meet business needs and goals
Internal candidates must be meeting or exceeding all current departmental standards

Responsibilities

Set up and download equipment for merchants and sales representatives.
Train merchants on equipment functions and ensure correct operation.
Review orders to identify and resolve mistakes before completion.
Create orders for new merchants for supplies, additional equipment, or equipment swaps.
Handle escalated technical issues and provide effective resolutions.
Track and report daily work items.
Work multiple ticket queues and other department functions.
Maintain knowledge of current and new products and industry changes.