What are the responsibilities and job description for the Merchant Service Support Specialist position at MerchantE?
Who Are We?
MerchantE is an innovative, technology-focused company providing a full-service platform to support the payment processing needs for merchants of all sizes, including small business retail shops, B2B wholesalers, and global eCommerce enterprises. We partner with financial institutions, software developers, independent sales organizations, and agents to bring our solutions to market.
Why Join Us?
We’re growing and we’re looking for collaborative, innovative, and hard-working individuals to grow with us! We offer a modern and inspiring work environment (including a game room and free snacks!) where your ideas and contributions are valued. Come experience, first-hand, the impact of your contributions.
The Opportunity:
Ready to take on your new customer support opportunity? As a Customer Care & Technical Support Specialist at MerchantE, you’ll be challenged to provide accurate, efficient and memorable service experiences to our clients during calls and email cases. This position offers varied shifts and days (including some holidays) so we can ensure our customers are well-supported on their processing journeys. If working in a fast-paced environment with a wide variety of learning opportunities and employee benefits excites you, come join us!
Essential Duties and Responsibilities:
- Provide phone and email support to existing merchants and partners in a fast-paced contact center environment.
- Navigate several on-line customer tracking and database applications.
- Facilitate change requests.
- Access online knowledge base for autonomous problem solving.
- Provide reporting support as it relates to transactions, deposits, chargebacks, statements, etc.
- Retain customers by delivering excellent service, and offering price negotiations, and rate reviews.
- Provide terminal and device support for card readers, cordless terminals and countertop terminals from Ingenico, PAX, CardFlight, and more.
- Provide download support for referenced devices.
- Meet departmental performance standards as outlined.
- Adhere to company policies and procedures, including privacy and security guidelines, to ensure the protection of customer data.
Qualifications:
- Strong belief in the value, and your delivery, of customer service.
- Experience in a customer-facing, high-volume phone call environment preferred.
- Payments industry experience strongly preferred.
- Demonstrated computer navigation skills and aptitude for learning complex computer applications.
- Excellent verbal, written communication and listening skills.
- Strong organizational and negotiation skills.
- Demonstrated ability to set goals and achieve targets.
- Demonstrated talent for consultative sales and account relationship management.
- Detail-oriented, dynamic problem solvers strongly preferred.
MerchantE is an Equal Opportunity Employer committed to a diverse workforce.