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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.
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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

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--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

--PI202083294

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

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