Client Engagement Specialist

Description:

We are a technology-driven company. We built our business with the purpose of empowering people and improving their organizations, one payment at a time.

We started our journey by providing smart and simple payment processing tools and products but haven’t stopped there. We are backed by a team of world-class experts and the best technology talent, and we are committed to helping more new businesses get started, increase the revenues of our customers, and bridge the gap between online merchants and payment solutions.

Our mission is to give companies the tools they need to change the future of their business.

Job Summary

In this role, you will be required to interact with customers and clients and be able to identify and troubleshoot all issues. This position will perform all technical support and customer service activities for partners and merchant clients including; professional communication, troubleshooting technical issues related to payment authorizations, batching, clearing, and settlement remote technical support for various payment terminals and payment gateways, along with assisting other customer service functions and triaging issues between other company departments. This position will report directly to the Client Engagement Manager.

Requirements:

Responsibilities & Duties

• Independently assist merchants/agents with any issues that arise, including questions regarding authorizations, batches, clearing, settlement, deposits analysis within company proprietary software, the TSYS and Fiserv platform, and a dozen other 3rd party applications.
• Build gateway profiles to enable merchants to accept credit cards through an EMV payment terminals and card not present method using their knowledge of the business to determine the correct program as well as appropriate encryption keys
• Use critical thinking skills to troubleshoot technical issues by researching issues using the knowledge learned during training and on the job expertise to determine the root cause of the issue
• Work independently and within the team to collaborate and solve various technical issues throughout the day
• Provide expertise customer service to existing clients over the phone and email
• Train merchants on using payment applications (EMV and Virtual Gateways) and company software platforms (CurvPOS and Curv Payment Gateway)
• Guide merchants through PCI compliance program
• Understand activities and duties of all company departments and use this knowledge to resolve technical issues
• Show initiative and take lead over new projects that are assigned to the support team, some examples of this include application of new pricing updates for merchants, new terminal software updates and updating PCI information for all merchants
• Other duties as assigned.

Skills/Competencies

• Extremely detail oriented
• Ability to multi-task
• Good interpersonal skills
• Strong communication skills
• Strong relationship building skills
• Influencing skills
• Build solutions/problem solver

Qualifications / Experience Required

• 6+ months of relevant experience
• Spanish speaking required
• Proficient in Microsoft Word/Excel

Education Requirements

• High School Degree
• College degree preferred

PM22