Merchant Services Representative
About the role
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.
Responsibilities
- Communicate with customers via email and phone
- Educate customers on best practices and the use of their systems
- Absorb and distribute merchant account information as required
- Assist customers in understanding and filling out merchant processing applications
- Maintain an accurate record of accounts held by merchants
- 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
Requirements
- High-school diploma or equivalent is required
- Associates degree or equivalent from two-year College or technical school preferred
- Current IT certifications a plus
- Previous experience working in a call center environment using ticketing software preferred
- Previous experience performing remote technical work preferred
Qualifications
- Working knowledge of MS Office
- Fundamental knowledge of MS operating systems
- Fundamental knowledge of networking principles
- Fundamental understanding of troubleshooting and diagnostic processes
Skills
- Ability to maintain a good attitude to promote a positive work atmosphere
- Ability to behave in a work appropriate and professional way at all times
- Ability to speak and write effectively and appropriately in all situations
- Ability to understand that each customer has unique needs and strive to find an appropriate solution for them
- Ability to demonstrate persistence and overcome obstacles
- Ability to contribute meaningfully to the overall team effort
- Ability to demonstrate dependability through consistently being at work, on time, and producing quality work
Benefits
- Excellent benefits package with health, dental, vision, disability & life insurance
- Paid time off, paid holidays as well as an on-site Cafeteria and Employee Fitness Center
Pay
Pay Range: $20.00 - $20.00 per hour
Schedule
This is a full time position with occasional required overtime. A work week of 40-45 hours can be expected. Work 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.
Work Arrangement
This is an in-office position and does not require any regular travel.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.