Basic Qualifications for Consideration (Must meet all to be considered):
o 2 years of Merchant Services Technical background/experience
o Strong Technical background to assist with Value Added Reseller (VAR), Gateway, Terminal, Internet, and Third-party network support and escalations.
o Ability to self-manage & work independently to investigate and consult on Product questions and escalations
o Strong Customer Service skills with high expectation for ownership of issues
o Ability to multi-task in high volume workflow with minimum productivity requirements
o Must have strong written and verbal communication skills to effectively communicate with varying levels of Management.
o Critical thinking and ability to empathize and de-escalate emotional phone calls with customers
o High School Diploma or HS Equivalent required
Preferred Skills, Experience, and Education (Should not be used for screening, but rather to narrow down selection of candidates):
o MSA, Remedy, Client Line, TASQ Web, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS knowledge helpful, not required
o Clover experience is helpful, not required.
o Knowledge on WFMS Proprietary tools (BTD and Pricing Tool) preferred, but not required.

Job Duties:
o Trusted advisor and one stop service experience for Bankers, Sale Consultants, Account Managers, Merchants, and other internal departments to support and troubleshoot Value Added Reseller (VAR), Gateway, Terminal, Internet, and third-party network issues.
o Pre-sale research and responsibility to make boarding decisions for new customer using certain products – must consider requirements as outlined by the card associations, Wells Fargo, & Fiserv; Compliance considerations include, but are not limited to: EMV, Partial Auth, Trans Armor, Transaction Layer Socket (TLS), End to End Encryption (E2E), Point to Point encryption (P2P),  etc……)
o Well-versed and ability to consult on Fiserv Integrated Partners Solutions Certified Listing (IPSCL)
o Work with Fiserv Product Owners to provide feedback on Integrated Partners Solutions Certified Listing (IPSCL)
o Provide VAR set-up sheets for merchant boarding of new products
o Execution and support on Compliance mandates for certain products
o Coordinate Pre-sale discovery calls with Sales, Merchants, Third-Party vendors, and Fiserv System teams, when needed.
o AM support for equipment orders
o Disclosure, verification, and generation of correct Pricing Addendums and signatures
o Manage departmental mailbox for timely responses to inquiries
o Manage Gateway Registration and Auto Boarded queues in BTD
o Create Gift Card paperwork and process Gift Card orders