Remote Overnight Tech & Merchant Support Specialist

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

Benefits offered by this job

Health benefits

401k with Company Match

Casual dress environment

Flexible Work Standards Policy (Hybrid

Job summary

Talus is seeking an After-Hours Support Representative to handle merchant-facing support during overnight hours. You will resolve customer and technical inquiries by chat, phone or email, aiming for world-class service.

The role requires quick, independent work to identify root causes and provide effective solutions. Responsibilities include diagnosing issues, guiding users, and documenting resolutions in CRM, with escalation to leadership when needed.

Qualifications

• 2+ years in customer service related to merchant processing or call centers.
• Proficiency with chat platforms, ticketing systems and phone networks.
• Fast and accurate typing (40 WPM or more).
• Ability to stay calm and professional with frustrated customers.
• Excellent written and verbal communication; multi-tasking and time management.

Responsibilities

• Answer customer inquiries via chat, email and phone.
• Diagnose hardware, software and network problems using internal guides.
• Guide users to identify and troubleshoot issues.
• Record customer details, issues and resolutions in the CRM.
• Escalate complex issues to leadership.
• Train merchants on new software, hardware or features.
• De-escalate tense situations to retain accounts.
• Document issues for resolution with day shift teams.
• Work with Risk for account and device deactivations related to fraud.

Job description

Talus is seeking an After-Hours Support Representative to handle merchant-facing support during overnight hours. You will resolve customer and technical inquiries by chat, phone or email, aiming for world-class service.

The role requires quick, independent work to identify root causes and provide effective solutions. Responsibilities include diagnosing issues, guiding users, and documenting resolutions in CRM, with escalation to leadership when needed.