Davis Talent Search (Payments, Wealth Management, Fintech, Crypto Jobs)

This range is provided by Davis Talent Search (Payments, Wealth Management, Fintech, Crypto Jobs). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$40,000.00/yr - $80,000.00/yr

Additional compensation types

Annual Bonus

Managing Director of Recruiting Fintech/Payments/Crypto

Job Title: Merchant Technical Support

Department: Customer Support

Location: Glendale, CA

Hybrid Option: 100% onsite to start. Hybrid is possibly an option when deemed effective working remotely.

Core Business Hours: 40 hours per week, Monday to Friday, 8:00 AM to 5:00 PM (with flexibility for travel and customer support needs).

Employment Status: Full-Time, W2

Reports To: VP of Operations

Benefits & Culture: Medical, Dental, 401k. We offer a competitive compensation package, opportunities for career growth, and the chance to work in a dynamic and expanding company that values professionalism, innovation, and commitment to excellence. If you are a customer-focused technical professional looking for a challenging and rewarding role, apply today!

Company Overview

We are a leading end-to-end Merchant Services provider, delivering advanced, turnkey solutions for businesses of all sizes that want to accept credit card payments. Our solutions cater to small retail businesses, large cannabis operations, and everything in between, ensuring first-class service to all clients.

The CEO founded the retail ISO in 2010. We currently process through First Data, TSYS, and Vantiv/WorldPay.

We focus on low-risk industries, including laundry/dry cleaners, retail, restaurants, veterinary practices, healthcare (non-insurance), B2B, ISV, automotive, and eCommerce.

Currently, we are boarding 25-40 Merchant IDs (MIDs) monthly. Our goals are to increase this to 60-70 MIDs per month within the next 12-24 months.

We have 6 full-time employees, covering Merchant Support, Tech Support, Pricing, and a Sales Coach for the agent team.

Our core offering includes:

• POS and gateway solutions
• QuickBooks integration
• eCommerce processing.

Position Overview

We are seeking a motivated and energetic Merchant Technical Support (MTS) professional to join our customer service team. This role requires a technically inclined individual eager to learn merchant processing technologies, both hardware and software, and provide exceptional support to new and existing customers installing and using our merchant payment systems. This position is based in Glendale, CA, and requires in-office attendance for an initial training period with the possibility of hybrid work thereafter. Occasional travel to local merchants may be required.

Key Responsibilities

• Merchant Onboarding & POS System Installation/Support:
• Collaborate with Sales and Operations to ensure seamless client onboarding and system support.
• Deliver, install, and configure POS systems and payment terminals at merchant locations (primarily within LA County) and remotely.
• Assist clients with specialized setup (e.g., inventory, product lists, pricing, menus) within the POS system.
• Provide ongoing remote and in-person technical support, troubleshooting issues related to POS system operation, reporting, and system functionality.
• Conduct training sessions with clients and their staff on POS system usage.
• Maintain detailed records of installations, support activities, and client interactions within the CRM system.
• Provide support for issues related to transaction processing, chargebacks, refunds, and other account inquiries.
• Assist clients with operational inquiries and collaborate with other departments to ensure excellent customer service.
• Proactively manage customer issues and follow up to ensure satisfaction, including managing tickets and maintaining customer communication.
• Common tickets include:
• DBA changes
• Transactional research (pull deposits, transactions, authorizations, etc.)
• Address updates
• Auto batch time change
• Client Communication & CRM Management:
• Proactively reach out to new clients to schedule installations or provide updates on existing support requests.
• Handle client calls, emails, and texts promptly, ensuring that all interactions are recorded and documented in the CRM system.
• Research client issues and provide progress updates on resolutions.
• Maintain accurate records of hardware inventory, shipping and receiving equipment as required.

Accountabilities

• Ensure hardware is shipped to clients within 24 hours of approval and schedule deployment meetings as soon as hardware is delivered.
• Maintain a response time of 3 rings for incoming calls and confirm action items at the end of each call.
• Achieve a Net Promoter Score (NPS) of 4 or higher for customer satisfaction.
• Complete detailed records for each client interaction in the CRM system, ensuring all support activities are documented accurately.
• Provide timely follow-ups on communications from clients, ensuring all queries are resolved efficiently.

Requirements

• A minimum of 2 years of customer service or technical support experience at an ISO, PayFac, or merchant acquirer is required.
• Experience with POS systems such as Clover, Valor PayTech, and others is required.
• Proficiency in Microsoft Office, Zoom, CRM system(s) (such as IRIS) is required.
• Experience with Access IQ, Translink is a plus.
• Strong communication skills (both verbal and written) and the ability to engage effectively with clients.
• Excellent time management, multitasking, and problem-solving abilities.
• Proficiency in Armenian is a plus.
• Ability to work outside regular business hours, including weekends if needed, to meet customer requirements.
• Candidate must be based in the greater Los Angeles area or willing to relocate prior to start date.
• The company is unable to sponsor a Visa.

Seniority level

Associate

Employment type

Full-time

Job function

Analyst, Customer Service, and Engineering

Industries

Financial Services, Banking, and Software Development