Night Tech Support & Merchant Care Agent (Hybrid/Remote)

Talus Payments; Dallas (TX); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

401k with Company Match

Casual dress environment

Hybrid / Remote

Job summary

Talus Payments is seeking an After-Hours Support Representative in Dallas to handle merchant-facing support during overnight hours. You will resolve customer inquiries via chat, phone, or email and diagnose hardware, software, and network issues using internal guides.

You will guide users through troubleshooting steps, document issues in the CRM, and escalate complex cases when needed. This role requires strong communication, fast typing, and the ability to stay calm with frustrated merchants,

Qualifications

• Two (2) years or more of customer service related to merchant processing, retail hospitality or call center environments.
• Proficiency with chat platforms, ticketing systems and phone networks.
• Fast and accurate typing skills (40 WPM or more).
• Capacity to remain calm, polite and understanding when handling frustrated or angry merchants.
• Strong critical thinking skills to analyze issues and find quick, effective solutions.

Responsibilities

• Answer customer inquiries via chat, email and phone.
• Diagnose hardware, software and network problems using internal documentation.
• Guide users through steps to identify and troubleshoot technical issues.
• Record customer details, issues and resolutions in the CRM.
• Escalate complex or unresolved issues to leadership as needed.
• Train merchants how to use new software, hardware or product features.
• De-escalate tense situations to resolve issues and retain merchant accounts.

Skills

Customer service

Chat platforms

CRM

Typing speed

Problem solving

Verbal/written communication

Multitasking

Tools

CRM software

Ticketing systems

Phone networks

Job description

Talus Payments is seeking an After-Hours Support Representative in Dallas to handle merchant-facing support during overnight hours. You will resolve customer inquiries via chat, phone, or email and diagnose hardware, software, and network issues using internal guides.

You will guide users through troubleshooting steps, document issues in the CRM, and escalate complex cases when needed. This role requires strong communication, fast typing, and the ability to stay calm with frustrated merchants,