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Install Specialist

Company: Fortis
Location: Novi
Posted on: January 26, 2023

Job Description:

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.

  • Making phone calls to newly boarded merchants, welcoming them and providing next steps to get them installed
  • 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
  • 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


    • 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


Keywords: Fortis, Novi , Install Specialist, Other , Novi, Michigan

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