Client Engagement Specialist

Payarc; Greenwich (CT); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading technology-driven company is seeking an entry-level technical support representative to assist clients with payment processing issues. The role involves troubleshooting, training merchants, and providing excellent customer service. Ideal candidates will have strong communication skills and attention to detail, with a high school degree required.

Qualifications

• At least 6 months of relevant experience.
• Spanish speaking skills are a plus.

Responsibilities

• Assist merchants/agents with issues related to authorizations and settlements.
• Train merchants on using payment applications and company platforms.
• Provide customer service via phone and email.

Skills

Attention to detail

Ability to multitask

Interpersonal skills

Effective communication

Relationship building

Problem-solving

Education

High School Degree

College degree preferred

Tools

Microsoft Word

Microsoft Excel

Job description

We are a technology-driven company dedicated to empowering people and improving organizations, one payment at a time.

Our journey began with providing simple, smart payment processing tools and products. Backed by a team of world-class experts and top technology talent, we aim to help new businesses start, increase revenue for our customers, and bridge the online merchant and payment solutions gap.

Our mission is to equip companies with the tools to shape their future.

Job Summary

This role involves interacting with customers and clients to identify and troubleshoot issues. Responsibilities include technical support and customer service activities for partners and merchant clients, such as professional communication, troubleshooting payment authorization, batching, clearing, settlement issues, remote technical support for payment terminals and gateways, and coordinating with other company departments. The position reports directly to the Client Engagement Manager.

Responsibilities & Duties

• Assist merchants/agents with issues related to authorizations, batching, clearing, settlement, deposits analysis within proprietary software, TSYS and Fiserv platforms, and other third-party applications.
• Build gateway profiles for credit card acceptance via EMV terminals and card-not-present methods, determining the correct programs and encryption keys.
• Utilize critical thinking to troubleshoot issues, researching root causes using training and on-the-job expertise.
• Collaborate with team members to resolve technical issues throughout the day.
• Provide customer service via phone and email to existing clients.
• Train merchants on using payment applications and company platforms like CurvPOS and Curv Payment Gateway.
• Guide merchants through PCI compliance programs.
• Understand the activities of all company departments to aid in resolving technical issues.
• Lead and initiate new support projects, such as applying new pricing, updating terminal software, and PCI information updates.
• Perform other duties as assigned.

Skills/Competencies

• Attention to detail
• Ability to multitask
• Interpersonal skills
• Effective communication
• Relationship building
• Problem-solving and solution building

Qualifications & Experience

• At least 6 months of relevant experience
• Spanish speaking skills are a plus
• Proficiency in Microsoft Word and Excel

Education

High School Degree required; college degree preferred.

Additional Details

Seniority level: Entry level

Employment type: Full-time

Job function: Other