Install Specialist

As an Install Specialist, you will be a point of escalation for all issues related to the install of new accounts. You will be responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests for yourself and your team. You will also be responsible for research, documentation and communicating the above issues effectively and accurately.

Responsibilities

• Utilizing resources and techniques to answer basic and complex questions and solve problems for Merchants, Agents, Partners, and the team regarding Installs
• Foundational Knowledge on the below back-end, front-end relationships:
• North-Nashville
• Omaha-Nashville
• TSYS
• Elavon
• Install of new accounts/services including but not limited to:
• Credit Card Processing
• Terminals/PinPads
• Gateways
• VARs
• ACH Processing
• Value Added Services such as Gift Cards, Check Services, etc.
• Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
• MEF/BAN CNTRL
• Hardware - Terminals and Pinpads
• Completing Deployment Requests
• Programing/Shipping of hardware
• Reprogramming existing hardware
• Setup/installation of hardware
• Troubleshooting hardware and software issues
• Terminal/Warranty Replacements
• Understanding the different types of file builds including Retail, Restaurant, MOTO, Internet, Lodging
• Understanding the functionality of the FortisPay (Zeamster) Gateway, and being able to communicate the functionality of the system to Merchants and Agents
• Scheduling/coordinating conversions for PMS/POS or Gateway

Requirements

• High School Diploma or equivalent
• Customer service experience- enjoy providing exceptional service
• Work experience in merchant services, preferred
• Ability to communicate clearly with all clients
• Able to work cross functionally with team members
• Strong follow up and organizational skills