Remote After-Hours Merchant Support Specialist

Talus Pay; Dallas (TX); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Full suite of Health benefits

401k with Company Match

Casual dress environment

Flexible Work Standards Policy (Hybrid

Job summary

Talus Pay is seeking an After-Hours Support Representative to handle merchant-facing support during overnight hours. You will resolve customer and technical inquiries via chat, email, or phone with a focus on world-class service.

Responsibilities include diagnosing issues, guiding users through troubleshooting, and documenting outcomes in the CRM while coordinating with Risk on fraud-related actions and escalating when necessary.

Qualifications

• Minimum 2 years in customer service related to merchant processing, retail hospitality, or call centers.
• Proficiency with chat platforms, ticketing systems, and phone networks.
• Fast typing speed of 40 WPM or more.
• Strong written and verbal communication, with calm and professional conduct.

Responsibilities

• Answer inquiries via chat, email and phone.
• Diagnose hardware, software and network problems using internal guides.
• Guide users through steps to troubleshoot technical issues.
• Answer basic billing and deposit questions.
• Record customer details, issues and resolutions in the CRM.
• Escalate complex issues to leadership as needed.
• Train merchants on new software, hardware or product features.
• De-escalate tense situations to resolve issues and retain accounts.
• Use multiple systems to review merchant activity and background.
• Complete CSR tickets accurately and timely.
• Work with Risk for fraud-related deactivations.
• Document issues for day shift teams.

Skills

Customer service

Merchant processing

Call center

Typing 40 WPM

Written communication

Verbal communication

Multi-tasking

Time management

Tools

CRM systems

Ticketing systems

Phone networks

Job description

Talus Pay is seeking an After-Hours Support Representative to handle merchant-facing support during overnight hours. You will resolve customer and technical inquiries via chat, email, or phone with a focus on world-class service.

Responsibilities include diagnosing issues, guiding users through troubleshooting, and documenting outcomes in the CRM while coordinating with Risk on fraud-related actions and escalating when necessary.