Merchant Support Specialist MindBody Software
THIS JOB HAS EXPIRED MINDBODY, Inc. 4051 Broad Street, Suite #220 San Luis Obispo, California 93401 POSITION DESCRIPTION - Merchant Support Specialist Position Title: MAP Support Specialist (MAP - MSS) Department: Merchant Account Processing (MAP) Reports to: Director of Merchant Accounts Summary The Merchant Support Specialist is responsible for assisting MINDBODY?s new clients, existing clients, and prospective clients in any and all Merchant Account specific technical related issues. This position is also responsible for setting up and testing new merchant accounts before they go live. Essential Duties and Responsibilities: Other duties may be assigned as required.
Facilitating in the merchant account set up processes.
Basic site merchant account trouble-shooting.
Testing new/existing credit card type acceptance.
Assisting with ACH gateway.
Set up God Screens and/or verify newly set up God Screens with recently approved merchant accounts.
Amend existing merchant accounts.
Keep up with Processor notifications (testing new card type acceptance, DDA updates, closures, etc) and log them.
Basic Client inquiries (adding new card types, update bank account info, cancelling card types, updating business name/legal name, etc).
Basic MAP Tech questions (reconciling bank statement and showing them settled transactions, how to verify transactions in gateway, how to assist with ACH voids/refunds).
Reserve credit card and ACH training.
Updating MINDBODY profiles.
Weekly reporting to supervisor and to processors as needed.
Complying with PCI standards.
Ability to work within the appropriate level of independency
Ability to perform the General Duties and Responsibilities set forth above in a consistent and efficient manner.
The ideal candidate will also possess the following skills:
Remains calm during escalated issues; is not defensive or irritated in stressful situations; can diffuse tense situations.
Successful at multi-tasking, organization, and time management.
Takes pride in being extremely detail oriented and hard working; is to manage multiple projects simultaneously.
Has superior ability to connect-the-dots of what happened in a situation using limited information available.
Has high customer focus, diligence, learning on the fly, and drive to meet/exceed goals.
Writes clearly and effectively for a variety of situations, including, but not limited to: bug submissions, credit card industry terms, and answers to client inquires.
Avoids gossip; admits mistakes; does not misrepresent him/herself for personal gain.
Continually looks to improve his/her knowledge of the product and service.
Education and/or Experience:
High School Degree.
A minimum of 6-9 months of related customer service experience; or equivalent combination of education and experience.
Certification in Level 1 and Level 2 Technical Support at MINDBODY, preferred but not required.
Proficient to advanced skills with MINDBODY software and company knowledge.
Ability to read, and analyze team member/customer questions.
Ability to clearly write feedback and review material for team member reviews.
Ability to effectively present information (oral and written) and respond to employees, customers and processors.
Excellent Email Etiquette.
Knowledge of database and internet based software.
Familiar with Excel reporting and graphing functions.
Familiar with advanced features of Outlook.
Familiar with internet browser and settings.
Familiar and skilled with online chat tools.
Typing: 40-60 WPM.
The physical demands are representative of an employee to successfully perform the essential functions of the job.
While performing the duties of this job, the employee is regularly required to sit at a desk, use hands and fingers, and talk and hear.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
||4251 South Higuera Street |
San Luis Obispo, CA 93401
THIS JOB HAS EXPIRED