Technical Support Specialist/Merchant Services

Job Description

Job Description

Direct Hire with competitive compensation and benefits!

Hours: Monday – Friday 9am-5pm (100% in office)

Location: Troy, MI

Job Summary: Our client is growing and looking to add to their team! The Merchant Services Specialist plays a key role in supporting business clients by maintaining and troubleshooting payment processing solutions. This position requires strong communication skills, a customer-first mindset, and knowledge of payment processing platforms and systems. The Specialist serves as the main point of contact for merchants, ensuring smooth ongoing account support and resolving technical issues related to payment processing, point-of-sale (POS) systems, online payment gateways, and merchant accounts.

Key Responsibilities:

• Completing various merchant maintenance requests (example: demographic changes, bank changes, account updates)
• Assisting with deposits/reconciling
• Troubleshoot technical or processing issues related to terminals, gateways, and integrations
• Maintain detailed client records and service notes in CRM systems
• Ensure compliance with all industry regulations and company policies
• Proactively reach out to clients to ensure satisfaction and upsell services when appropriate
• Handle incoming inquiries via phone, email, or chat and resolve issues promptly
• Monitor and assist with chargebacks and dispute resolutions
• Provide technical support to merchants via phone, email, and live chat regarding payment systems, terminals, integrations, and transaction issues.
• Troubleshoot issues related to POS systems, ecommerce payment gateways (e.g., Stripe, Authorize.Net, PayPal), terminal setups, and merchant accounts.
• Monitor and resolve support tickets in a timely and efficient manner while maintaining high levels of customer satisfaction.
• Document common issues and solutions for internal knowledge bases.
• Educate merchants on best practices for using systems, fraud prevention, and maintaining secure transactions.

Qualifications:

• 1-3 years of experience in customer service
• 1–3 years of experience in merchant services, payment processing, or financial services (not required)
• Strong understanding of credit card processing, POS systems, and e-commerce platforms (not required)
• Excellent communication and interpersonal skills
• Problem-solving mindset with attention to detail
• Ability to work independently and manage multiple tasks efficiently

Compensation & Benefits:

• Competitive salary based on experience
• Health, dental, and vision insurance
• Paid time off and holidays
• Career development and training opportunities

Company Culture/Perks:

• Terrace Patio with BBQ Grill
• Catered lunches
• Team building events
• Annual holiday party
• Gaming area with pool table, ping pong table, shuffleboard, foosball and arcade games
• Office gym
• Wellness room