Merchant Services Representative

Merchant Services Representative

Since 1892, OPW customers have been able to count on us to revolutionize fluid-handling operations around the world. As a global leader in fluid-handling solutions, the mission of OPW is to be a developer of a comprehensive array of innovative fluid-handling solutions that our customers can consistently and reliably count on. These include loading and unloading systems for high-value hazardous and non-hazardous bulk products; railcar and transport tank-truck valves, gauging devices and tank-monitoring systems; automated storage-terminal controls and systems; and regulators, fittings, valves, vaporizers, vacuum-jacketed piping and gas-handling systems for the safe handling and distribution of cryogenics and industrial gases. OPW also creates and manufactures touch-free and soft-touch vehicle wash systems, entry systems and wash chemicals. OPW has more than 2,000 employees with manufacturing operations in North America, Europe and China, and sales offices around the world. OPW is part of the Clean Energy & Fueling segment of Dover (NYSE: DOV).

Position Summary

The Merchant Services Representative works with both ICS customers and ICS employees to support merchant account, network security, and business continuity products and processes. This person will use their knowledge of information technology best practices, product expertise, sound judgement, and attention to detail to assist customers in achieving their goal of facilitating the processing of payment cards, securing their networks, and protecting the information contained within.

The Merchant Services Representative will be responsible to work with merchants to determine payment card needs and guide merchants through the process of applying for and maintaining merchant accounts. This person will enter and/or validate merchant account information for payment card acceptance on merchant owned equipment. This person will also be expected to provide education and assistance to customers concerning the use, maintenance, and responsibilities associated with the merchant account.

The Merchant Services Representative may also be call upon to assist with other projects in the Support department as needed.

The Merchant Services Representative reports to the Merchant Services Manager.

Essential Duties And Responsibilities

• Communicate with customers via email and phone
• Educate customers on best practices and the use of their systems
• Assist customers in understanding and filling out merchant processing applications
• Maintain an accurate record of accounts held by merchants to use and distribute that information as required
• Assist customers in their pursuit to achieve compliance with security frameworks such as PCI-DSS and any of the various PII frameworks
• Remotely install, configure, and troubleshoot custom payment application
• Remotely install, configure, and troubleshoot payment terminals
• Remotely install, configure, and troubleshoot network equipment
• Remotely install, configure, and troubleshoot network security software
• Accurately enter merchant account configuration
• Use backend systems to properly provision and monitor equipment and services for customers
• Work overtime and weekends as needed

Desired Traits And Qualities

• Maintain a good attitude to promote a positive work atmosphere
• Behave in a work appropriate and professional way at all times
• Treat all people with their due respect
• Speak and write effectively and appropriately in all situations
• Understand that each customer has unique needs and strive to find an appropriate solution for them
• Demonstrate persistence and overcome obstacles
• Contribute meaningfully to the overall team effort
• Demonstrate dependability through consistently being at work, on time, and producing quality work

Education

• High-school diploma or equivalent is required
• Associates degree or equivalent from two-year College or technical school preferred
• Current IT certifications a plus

Experience

• Previous experience working in a call center environment using ticketing software preferred
• Previous experience performing remote technical work preferred

Required Skills

• Working knowledge of MS Office
• Fundamental knowledge of MS operating systems
• Fundamental knowledge of networking principles
• Fundamental understanding of troubleshooting and diagnostic processes

Travel

This is an in-office position and does not require any regular travel.

Schedule

This is a full time position with occasional required overtime. A work week of 40-45 hours can be expected. Working weekends can occur but is rare for the position.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the traditional indoor office work environment is usually moderate. There is no or very limited exposure to physical risk.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.