Merchant Support Representative
Irvine, CA
Full Time
Entry Level
Who We Are:
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.
LOCATION: California (hybrid role)
EMPLOYMENT TYPE: Full-time, non-exempt
SALARY RANGE: $21.65 - $24.00 per hour based on experience
Overview:
The Merchant Support Representative serves as a key point of contact for both internal teams and external clients, providing timely and effective support to ensure a smooth merchant experience. This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving in a fast-paced environment.
Merchant Support Representatives are expected to manage inquiries with professionalism and empathy, ensuring merchants feel supported and valued throughout their engagement. They also play a critical role in maintaining data accuracy and supporting operational workflows that impact merchant satisfaction.
Responsibilities:
Qualifications:
Required Skills:
Life At KORT Payments
We pride ourselves on cultivating an inspired culture characterized by customer-centricity, commitment, respect, and agility. Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork. Our leadership team is experienced and passionate about payments, taking pride in their achievements and the unique value they bring to the industry.
At KORT Payments, we believe work should be fulfilling and fun! Here’s a peek into what life with us is like:
Culture:
Perks and Benefits:
If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you! Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments!
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.
LOCATION: California (hybrid role)
EMPLOYMENT TYPE: Full-time, non-exempt
SALARY RANGE: $21.65 - $24.00 per hour based on experience
Overview:
The Merchant Support Representative serves as a key point of contact for both internal teams and external clients, providing timely and effective support to ensure a smooth merchant experience. This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving in a fast-paced environment.
Merchant Support Representatives are expected to manage inquiries with professionalism and empathy, ensuring merchants feel supported and valued throughout their engagement. They also play a critical role in maintaining data accuracy and supporting operational workflows that impact merchant satisfaction.
Responsibilities:
- Provide superior customer service and retain merchants by building positive experiences by anticipating customer needs, suggesting alternatives, and resolving customer issues in a timely manner.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Create, track, and manage service tickets from initiation through resolution, maintaining timely follow-up and coordinating with relevant teams to meet service level expectations.
- Serve as a key liaison between merchants and internal teams by clearly communicating customer needs and providing prompt, accurate support across various areas of the business.
- Train and assist customers on the use of equipment and troubleshooting equipment issues.
- Help merchants with understanding statement content and the chargeback process
- Understand risk mitigation tools and processes to educate merchants and agents (reserves, diverts, etc.)
- Able to provide information about company products and services.
- Communicate effectively, a resolution to any and all monetary related questions as they relate to merchants and their accounts.
- Demonstrate a deep understanding and broad knowledge of customer relationship management systems, online portals, and merchant pricing.
- Research items and transactions of the merchants’ processing history and reconcile that data with various reports and documents.
- Demonstrates openness to coaching and feedback, maintaining a positive and professional attitude to continuously improve service delivery and merchant support.
- Initiate and/or take part in department improvements and assist with other projects as directed by management.
Qualifications:
- 2-3 years of college education is strongly preferred.
- Minimum of 1 year of experience in merchant services is strongly preferred.
- Hands-on experience and working knowledge of credit card terminals and point-of-sale (POS) devices, including setup, troubleshooting, and day-to-day operation is strongly preferred.
- Maintains professionalism and composure when interacting with customers in high-stress or emotionally charged situations.
- Excellent organizational, verbal/written communication, and customer service skills.
- Critical thinking and problem-solving skills.
- Able to thrive in a team environment and build/maintain professional relationships with co-workers and customers.
- Excellent follow-through skills.
- Set priorities and manage workflow to ensure efficient, timely, and accurate processing of all responsibilities.
- Desire to learn and grow in industry knowledge.
Required Skills:
- Experience with Microsoft Office, including Outlook, Word, Excel, and other data programs.
- Proficiency in data entry skills, with 90% accuracy and a minimum of 50 WPM.
- Proficiency in basic math skills.
- Well-versed in navigating and utilizing customer relationship management (CRM) platforms.
- Moderate to advanced computer skills.
Life At KORT Payments
We pride ourselves on cultivating an inspired culture characterized by customer-centricity, commitment, respect, and agility. Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork. Our leadership team is experienced and passionate about payments, taking pride in their achievements and the unique value they bring to the industry.
At KORT Payments, we believe work should be fulfilling and fun! Here’s a peek into what life with us is like:
Culture:
- Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundaries.
- Accountability: Take ownership and be accountable to yourself, the company, partners, and clients.
- Collaboration: Leverage diverse perspectives and work as a team to get the job done.
- Transparency: Empower success through open communication, honesty, and inclusion.
Perks and Benefits:
- Comprehensive Benefits Package: We've got you covered with health, dental, and vision plans.
- Flexible and Inclusive Work Environment: We understand the importance of work-life balance and provide the flexibility you need to thrive.
- Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work.
- Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges.
- Work Hard, Play Hard: Enjoy a dynamic environment where your contributions are valued and your potential is unleashed.
If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you! Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments!
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