Merchant Services Credit Card Terminal Support (Experience Required)

At Simpay, our goal is to simplify business owners' lives and help them thrive. We achieve this by providing our customers with solutions that save them time and money. Our products and services, backed by in-house support, include credit card processing terminals, payroll, insurance, and sales-building tools. We are excited to expand our growing team.

Simpay is looking for a technical support representative with excellent customer service skills and Credit card processing experience to join our growing team! This position works out of a call center queue to assist clients and sales representatives with their payment terminal troubleshooting needs. The ideal candidate for this position is a natural problem-solver with a drive to go above and beyond to help clients or fellow employees solve their problems. This role collaborates with various departments in a flexible team environment.

Responsibilities

Manage inbound and outbound calls in a timely manner.

Communicate with customers and sales representatives in a calm and professional manner.

Build a rapport with customers and sales representatives by going the extra mile.

Identify, research, and resolve technical problems through proper troubleshooting and sound judgments based on your understanding of the product.

Respond to call and email queue support requests for hardware and software application support (restaurant & retail).

Document all tasks and phone interactions in internal systems and follow appropriate escalation procedures.

Help customers and sales representatives on the issues they may have with their terminal or gateway.

Role responsibilities may shift when necessary to align with the direction of the company or department.

Responsible for maintaining KPI’s such as email and ticket response times.

Ensure adherence to company policies and procedures.

Maintain detailed records including notate in full detail all phone interactions in our system of record and/or other systems.

Requirements

• 1+ years in inbound/ outbound call center technical support experience within the credit card processing industry.
• Excellent verbal and written communication skills.
• Ability to prioritize and multitask in a fast-paced environment.
• Proficient with Microsoft Office Suite O365 (Outlook, Excel, Word, etc.)
• Must be very detailed oriented to drive positive results.
• Must be computer savvy, and able to navigate various system platforms and websites with a keen attention to detail.
• Strong understanding of merchant services processing industry with respect to Visa/MasterCard and interchange knowledge.
• Enthusiastic about exceptional customer service, internal and external.
• Elevated level of integrity, energy, initiative-taking, and goal oriented.
• Solid analytical skills and ability to think strategically.
• Ability to work in a remote setting, if required.

• Excellent technical support troubleshooting skills (Batching, Tip/ Transaction Adjustments, Refund Processing, and terminal testing, as required.)

Benefits

• Winning Culture (Top Workplaces 2022)
• No to low deductible healthcare plans
• Generous paid time off
• Charitable time off
• Casual dress office
• Frequent and fun company events
• 401k with 4% match
• A transparent and collaborative environment
• Pet adoption reimbursements

Work Environment

Our office is in Trevose, PA. Working hours are 11 am to 7 pm Eastern. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. This is largely a sedentary role; however, this role has responsibilities in the data center. This would require the ability to lift, move and carry up to 30 lbs. .

Simpay is an Equal Opportunity Employer. Simpay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Employment with Simpay is "at-will." This means that if hired, you or the Company may terminate your employment at any time with or without notice or cause.