Merchant Services Tech Support Specialist I

The Merchant Services Tech Support Specialist I is responsible for the setup, installation, configuration, and ongoing technical support of merchant service products for business clients. This role ensures a seamless onboarding experience by guiding customers through the installation, activation, and secure use of payment terminals, point-of-sale (POS) systems, payment gateways, and associated software. The Specialist collaborates closely with internal teams and vendors to provide superior service and technical solutions.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary.  In addition, incumbent may be required to rotate between banking centers, as needed.

• Coordinate, install, configure, and maintain POS systems, payment terminals, payment gateways, and related software.
• Walk clients through setup, system validation, and test transactions to ensure readiness.
• Provide onboarding support and training for merchants on secure, efficient use of payment processing systems.
• Deliver timely technical support for hardware, software, integration, and network issues.
• Assist with unusual or exceptional customer concerns and merchant processing issues.
• Diagnose and resolve client-reported issues with terminals, POS software, integrations, and transactions.
• Ensure payment solutions meet PCI DSS standards and other security requirements.
• Collaborate with fraud, risk, IT, and Treasury Management teams to address escalated or complex issues.
• Maintain strong vendor relationships for quick resolution of escalations.
• Partner with internal teams (Merchant Services, Retail, IT, Business Development) to enhance customer experience and provide technical feedback.
• Support pre-sales efforts by explaining technical capabilities and limitations of merchant service products.
• Maintain detailed logs of installations, support cases, and resolutions.
• Identify trends and sources of common issues and contribute to process improvement initiatives through reporting and recommendations.
• Participate in bank trainings as required specific to the merchant services department
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML