Job Details

Merchant Services Implementation and Service Specialist
Position Location: 4501 Tamiami Trl N Suite 400, Naples, FL, 34103 - Hybrid: 3 days/week in office.

Length of Assignment: 12 Months with Possible Conversion

Function of the Group: Initiatives/Projects: Supporting Onboarding Merchant Services Industry background: Merchant Services (preferred but not required, similar industries okay)

Former processing company experience highly preferred - (For example: Client, World Pay, Heartland, Tsys, Kurv, Maverick, Merchant Industry, CGI experience with other ISOs or Card issuers)

Roles and Responsibilities:
Manage accounts Deliver service ticket requests.
Maintain internal reporting, organization, and ticketing system.
Identify ways we can improve internal processes.
Keep client demographics tracking up to date.
Advanced problem-solving skills.
Basic Math skills.
Strong attention to detail and accuracy.
Utilize effective time management skills, work effectively under pressure and set personal deadlines, while working with limited supervision.
Proficient skills in Internet Knowledge/Base navigation, telephone, facsimile, copier, calculator, and other general office equipment.
Experience with POS debit and credit terminal hardware and software preferred.
Strong analytical, problem-solving, decision-making skills.
Meet acceptable attendance and performance standards.
Communicate effectively in both verbal and written formats with peers and customers, internal and external.
Organize and prioritize multiple tasks and projects, work in a fast-paced environment and meet deadlines.
Exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel, partners, and vendors.
Resolve specific client issues under tight time constraints.
Handle confidential material appropriately.
Answer calls, emails, faxes, and internal work orders in a queue-based setting and in accordance with service level expectations.
Phone merchants, agents, partners, and other company related entities in accordance with policy and procedures.
Both phone and email communication as well as data entry.

Must Have Technical Skills Required:
1.Merchant Services Experience,
2.Comfortable working in a fast-paced environment with shifting priorities and deadlines. 3.Proficiency with CRM tools, ticketing systems, and basic data entry/documentation standards.
4. Solid Client Office skill foundation.
5. Experience/Desire to contribute to the broader goals of the organization beyond your immediate job description.

Flex Skills/Nice to Have:
1. Ability to troubleshoot technical issues related to hardware, software, and network configurations.
2. Experience working with customers in hospitality, retail, or restaurant environments preferred.
3. Strong understanding of POS systems, payment processing, and hardware components (iPads, printers, PAX devices, KDS, network equipment).
4. Experience in software onboarding, technical support, customer success, or restaurant/retail POS implementation preferred

Education/Certifications: Bachelors minimum or equivalent experience.

Interview Process: In Person if near office.
2 Rounds w/HM 30 mins, maybe 3rd if needed.

Shortlist Stack Ranking:
1. Skill set,
2. Rate,
3. Former Client,
4. Location