Merchant Services Representative

Merchant Services Representative

Location:

Bethlehem, PA, US

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They're the heart of our company. As an employee, our promise to you is that you'll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you.

Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths. We are #Energized By Growth . DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail.

Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, Clear View, Tokheim, Pro Gauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

Innovative Controls Systems (ICS) is part of Vehicle Wash Solutions, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment.

Position Summary:

The Merchant Services Representative works with both ICS customers and ICS employees to support merchant account, network security, and business continuity products and processes. This person will use their knowledge of information technology best practices, product expertise, sound judgement, and attention to detail to assist customers in achieving their goal of facilitating the processing of payment cards, securing their networks, and protecting the information contained within.

Essential Duties and Responsibilities:

• Communicate with customers via email and phone
• Educate customers on best practices and the use of their systems
• Assist customers in understanding and filling out merchant processing applications
• Maintain an accurate record of accounts held by merchants to use and distribute that information as required
• Assist customers in their pursuit to achieve compliance with security frameworks such as PCI-DSS and any of the various PII frameworks
• Remotely install, configure, and troubleshoot custom payment application
• Remotely install, configure, and troubleshoot payment terminals
• Remotely install, configure, and troubleshoot network equipment
• Remotely install, configure, and troubleshoot network security software
• Accurately enter merchant account configuration
• Use backend systems to properly provision and monitor equipment and services for customers
• Work overtime and weekends as needed

Desired Traits and Qualities:

• Maintain a good attitude to promote a positive work atmosphere
• Behave in a work appropriate and professional way at all times
• Treat all people with their due respect
• Speak and write effectively and appropriately in all situations
• Understand that each customer has unique needs and strive to find an appropriate solution for them
• Demonstrate persistence and overcome obstacles
• Contribute meaningfully to the overall team effort
• Demonstrate dependability through consistently being at work, on time, and producing quality work

Education:

• High-school diploma or equivalent is required
• Associates degree or equivalent from two-year College or technical school preferred
• Current IT certifications a plus

Experience:

• Previous experience working in a call center environment using ticketing software preferred
• Previous experience performing remote technical work preferred

Required Skills:

• Working knowledge of MS Office
• Fundamental knowledge of MS operating systems
• Fundamental knowledge of networking principles
• Fundamental understanding of troubleshooting and diagnostic processes

Travel:

This is an in-office position and does not require any regular travel.

Schedule:

This is a full time position with occasional required overtime. A work week of 40-45 hours can be expected. Working weekends can occur but is rare for the position.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the traditional indoor office work environment is…