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.
-
Responsibilities

• 
  
• 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
  
• MEF/BAN CNTRL
  
• 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
  
  -
  -
  -
  -Requirements
  
  • 
    
  • 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
    
    -PI202083205

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