Client Engagement Specialist

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In this role, you will interact with customers and clients to identify and troubleshoot all issues. You will perform technical support and customer service activities for partners and merchant clients, including professional communication, troubleshooting payment authorizations, batching, clearing, settlement, remote support for various payment terminals and gateways, and triaging issues between departments. This position reports directly to the Client Engagement Manager.

• Independently assist merchants/agents with any issues that arise, including questions regarding authorizations, batches, clearing, settlement, deposits analysis within proprietary software, TSYS and Fiserv platforms, and other third‑party applications.
• Build gateway profiles to enable merchants to accept credit cards through EMV payment terminals and card‑not‑present methods using appropriate encryption keys.
• Use critical thinking skills to troubleshoot technical issues by researching and determining root causes.
• Work independently and within a team to collaborate and solve technical issues throughout the day.
• Provide expert customer service to existing clients over the phone and email.
• Train merchants on using payment applications (EMV and Virtual Gateways) and company software platforms (CurvPOS and Curv Payment Gateway).
• Guide merchants through the PCI compliance program.
• Understand activities and duties of all company departments to resolve technical issues.
• Show initiative and take lead on new projects assigned to the support team, such as applying new pricing updates, terminal software updates, and updating PCI information for merchants.
• Other duties as assigned.

• Extremely detail oriented
• Ability to multi‑task
• Good interpersonal skills
• Strong communication skills
• Strong relationship building skills
• Influencing skills
• Problem solver and solution builder

• 6+ months of relevant experience
• Spanish speaking required
• Proficient in Microsoft Word/Excel

• High School Degree
• College degree preferred

Entry level

Full‑time

Other

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Stamford, CT $38,000.00-$42,000.00