Merchant Services Support Specialist
Core
Provide Tier 1 and Tier 2 technical support for payment equipment, connectivity, and transaction processing issues affecting merchants.
Role type
Merchant Services Support Specialist (Tier 1/2)
Builds
Payment processing systems and equipment functionality for merchants
Domain
Financial services / Payments
Deliverable
client delivery
Required skills
troubleshooting, CRM/ticketing systems, Microsoft Office, customer service, technical aptitude, issue isolation, documentation, SLA management
Preferred skills
payments/merchant services experience, financial services background, point-of-sale systems knowledge, remote troubleshooting
Technologies
CRM, Excel, Support Network, Spring
Responsibilities
Respond to client service and technical support requests by phone, email, and case management system; Identify, research, troubleshoot, and resolve routine to moderately complex issues involving payment equipment and connectivity; Create, manage, and resolve incidents and service requests in the CRM system; Coordinate with internal teams and third-party service providers to troubleshoot issues; Monitor and maintain equipment inventory; Identify recurring technical issues or trends and refer them to the appropriate team.
Seniority
Mid-level (2–3 years experience)
