Merchant Services Implementation and Service Specialist

Job at a Glance

• Title: Merchant Services Implementation and Service Specialist
• Location: 4501 Tamiami Trail North Naples Florida 34103 – 3 days onsite
• Contract: W2 only, XXX month contract with potential for extension or conversion to full time with either the client or CEI
• Pay: $ 35/hour + optional medical, dental, vision, 401(k) match

Overview

This role involves supporting onboarding merchant services, managing accounts, and delivering service ticket requests. The position requires effective communication, technical troubleshooting, and process improvement within a fast-paced environment. Candidates should possess strong problem-solving skills and attention to detail.

Key Responsibilities

• Manage accounts
• Deliver service ticket requests
• Maintain internal reporting, organization, and ticketing system
• Identify ways we can improve internal processes
• Keep client demographics tracking up to date
• Exercise discretion and independent judgment in making decisions
• Resolve specific client issues under tight time constraints
• Answer calls, emails, faxes, and internal work orders in accordance with service level expectations
• Phone merchants, agents, partners, and other company related entities in accordance with policy and procedures

Required Skills

• Merchant Services Experience
• Experience in software onboarding, technical support, customer success, or restaurant/retail POS implementation preferred
• Comfortable working in a fast-paced environment with shifting priorities and deadlines
• Proficiency with CRM tools, ticketing systems, and basic data entry/documentation standards
• Solid Microsoft Office skill foundation
• Experience/Desire to contribute to the broader goals of the organization beyond your immediate job description
• Advanced problem-solving skills
• Basic Math skills
• Strong attention to detail and accuracy
• Utilize effective time management skills, work effectively under pressure and set personal deadlines, while working with limited supervision
• Proficient skills in Internet Knowledge/Base navigation, telephone, facsimile, copier, calculator, and other general office equipment

Required Education

• Bachelor's degree or equivalent experience

Preferred Skills

• Ability to troubleshoot technical issues related to hardware, software, and network configurations
• Experience working with customers in hospitality, retail, or restaurant environments preferred
• Strong understanding of POS systems, payment processing, and hardware components (iPads, printers, PAX devices, KDS, network equipment)
• Excellent communication skills with the ability to explain technical concepts in an easy-to-understand manner
• High attention to detail and strong problem-solving abilities
• Ability to work independently as well as collaboratively across Sales, Support, and Leadership teams
• A customer-first mindset with a passion for helping businesses successfully adopt new technology
• Strong organizational and project management skills, with the ability to manage multiple onboarding projects simultaneously

Why Should I Apply?

This position offers an opportunity to work in a dynamic environment supporting merchant onboarding and technical support. If you have a passion for technology and customer service, this role provides a platform to contribute meaningfully to client success.

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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