[Hiring] Technical Merchant Representative II @Maverick Payments

Role Description

Under the direction of the Technical Support Manager, the Technical Support Representative II is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction.

• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintain an accurate and complete record of all inquiries and problems handled.
• Absorb and retain a large quantity of departmental system, policy and procedure knowledge.
• Utilize all tools and systems consistently to enhance department knowledge.
• Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways.
• Assist Sales partners and merchants in adding equipment and services to merchant accounts.
• Assist Sales Partners in POS hardware and software selection based on client needs.
• Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors.
• Provide clients with guidance and training on the use of POS systems.
• Retain and share knowledge gained by supporting peers and delivering side by side training to new hires.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handle complex client escalations via telephone, email, chat and any future channel.
• Maintain an open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Utilize critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
• Provide comprehensive client support across current and upcoming product lines, including guided training, troubleshooting, system setup, and menu uploads.
• Support specialized projects on an as-needed basis to follow through and complete as directed by the leadership team.
• Other duties assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of relevant technical experience.
• Proficiency with Microsoft Suite.
• Knowledgeable in point-of-sale systems and related peripherals.
• Applicable TSYS/Fiserv knowledge.
• Experience in call center environments.
• Ability to listen to others and communicate effectively.
• Ability to clearly communicate technical related directions in verbal and written form.
• Possesses strong analytical and research skills with strong attention to detail.
• Ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility and concern that one is perceived as responsible, reliable, and trustworthy.
• Ability to ensure that one's own and others' work and information are complete and accurate.
• Ability to carefully prepare for meetings and presentations.
• Ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to support, promote, and ensure alignment with the organization's vision and values.
• Ability to understand how an organization must change considering internal and external trends and influences.
• Ability to focus personal efforts on achieving results consistent with the organization's objectives.

Benefits

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs.
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
• Pay Range: $27 to $31/HR.

Company Description

Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO’s and ISV’s, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, on-boarding, customer support, information technology, and more.