Merchant Services / Technical Support

The Merchant Services / Technical Support specialist provides frontline expertise in resolving merchant services issues, software troubleshooting, and IT infrastructure needs for both clients and internal teams. This onsite role in Troy, MI blends technical proficiency with customer service in a fast paced environment.

Job Overview

The selected candidate will act as the frontline expert for resolving technical issues related to merchant services, software troubleshooting, and IT infrastructure. A proactive, service oriented approach will ensure reliable support for clients and internal teams, guiding them through technical challenges and maintaining secure, efficient transactions.

Responsibilities

• Process various merchant maintenance requests, including demographic changes, banking details, and account updates.
• Assist with deposits and reconciliation activities as needed.
• Troubleshoot technical or processing issues affecting terminals, gateways, and system integrations.
• Maintain detailed client records and service notes within the CRM.
• Ensure adherence to applicable industry regulations and company policies.
• Proactively engage with clients to confirm satisfaction and identify appropriate upsell opportunities.
• Handle incoming inquiries via phone, email, or chat and resolve issues promptly.
• Monitor chargebacks and support dispute resolution efforts.
• Provide technical support to merchants via phone, email, and live chat regarding payment systems, terminals, integrations, and transaction issues.
• Troubleshoot issues related to POS systems, ecommerce payment gateways (Stripe, Authorize. net, Paypal), terminal setups, and merchant accounts.
• Monitor and resolve support tickets in a timely manner while maintaining high levels of customer satisfaction.
• Document common issues and solutions for internal knowledge bases.
• Educate merchants on best practices for using systems, fraud prevention, and maintaining secure transactions.

Requirements

• 1 to 3 years of experience in customer service
• 1 to 3 years in merchant services, payment processing, or financial services
• Strong understanding of credit card processing, POS systems, and ecommerce platforms
• Excellent communication and interpersonal skills
• Problem solving mindset with attention to detail
• Ability to work independently and manage multiple tasks efficiently

Technologies

• Stripe
• Authorize. net
• Paypal

Benefits

• 401(k)
• Dental insurance

Pay

USD 25.00 - 29.00 per hour

Work Location

Location: Troy, Michigan. This is an onsite, in-person role.