Merchant Support Specialist

The Merchant Services Support Specialist is a team role within the Merchant Support group, providing administrative and customer service support for the Merchant Services Branch Network, Merchant Customers, Partners and Merchant Sales team.

Support Specialist use their developed knowledge and training to ensure the highest level of support and service is administered at all times.

• Ensure a positive client experience through high quality service and communication.
• Handle incoming client service or support related request by phone, email or case creation.
• Research and resolve complex client issues through incident recognition, isolation, resolution, and escalation when called for.
• Assist Management with retail and client escalations.
• Resolve incidents and fulfill requests through Client Relationship Management (CRM) software.
• Identify, troubleshoot, and resolve technical issues affecting the customers' ability to accept payments. When necessary, escalates those issues to senior product managers and third-party service providers for support resolution.
• Capture client information and follow problem solving processes such as decisions made, actions involved and final resolution.
• Coordinate and engage with other departments to enhance current design, implementation, process improvement and issue resolutions.
• Support of documentation requirements and data input for new account set-ups
• May be asked to support some report creation and process flow.
• Monitors and maintains equipment inventory levels.
• Performs other job-related duties or special projects as assigned.
• Proficiency with Microsoft Office (PowerPoint, Excel, Word, Outlook, SharePoint) and ability to navigate banking software applications and related websites.
• Excellent organizational skills with the ability to prioritize workload and multitask in a fast-paced environment while maintaining attention to detail.
• Strong customer service orientation with effective problem-solving abilities.
• Ability to interact and communicate effectively with internal and external parties.
• Works well in a team environment and contributes to strong department morale.
• A willingness to learn, be flexible and open to new challenges.

• 2-3 years in a support related function that places high value on quality and customer care.