Merchant Service Support Specialist

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 are growing and seeking collaborative, innovative, and hard-working individuals to grow with us. We offer a modern, supportive work environment where employee ideas and contributions are valued. We also value the flexibility of providing a hybrid, primarily remote role with benefits for you and your dependents.

The 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 through phone and email support. This position offers varied shifts and days (including some holidays) to ensure our customers are consistently well-supported throughout their payment processing journey. This role is well-suited to candidates who thrive in a fast-paced environment and value ongoing learning and professional development.

Essential Duties and Responsibilities:

• Provide phone and email support to existing merchants and partners in a fast-paced contact center environment.
• Navigate multiple online customer tracking and database applications.
• Facilitate change requests.
• Utilize an online knowledge base to resolve issues independently.
• Provide reporting support related to transactions, deposits, chargebacks, statements, and related inquiries.
• Provide reporting support related to transactions, deposits, chargebacks, statements, and related inquiries.
• Provide terminal and device support for card readers, cordless terminals, and counter top terminals from Ingenico, PAX, Card Flight, and other providers.
• Provide download support for referenced devices.
• Adhere to company policies and procedures, including privacy and security guidelines, to ensure the protection of customer data.

Qualifications:

• Strong commitment to delivering high-quality customer service.
• Self-starter with strong critical thinking skills and a proactive approach to learning.
• Experience in a customer-facing, high-volume phone call environment preferred.
• Payments industry experience strongly preferred.
• Demonstrated computer navigation skills and an aptitude for learning complex applications.
• Excellent verbal, written, and listening communication skills.
• Strong organizational and negotiation skills.
• Demonstrated ability to set goals and achieve targets.
• Demonstrated ability in consultative sales and account relationship management.
• Detail-oriented, dynamic problem solvers strongly preferred.

MerchantE is an Equal Opportunity Employer committed to a diverse workforce.