Hybrid Customer and Technical Support Specialist bei Evolv Payments

Evolv provides solutions such as credit/debit card acceptance, cash discounting, POS terminals, check processing, and digital marketing. Evolv partners with Financial Institutions, associations, and independent sales groups to provide their business and merchant clientele with innovative merchant and digital solutions.

Evolv is seeking a Tech and Customer Service Specialist in our Newburgh, Indiana location. The role of the Tech and Customer Service Specialist requires an individual with interest in technology, programming, troubleshooting and customer retention. Our needs demand one who possesses skills in email and telephone-related support. This dynamic and challenging environment compels the successful candidate to possess a commitment to learning professional skills, industry knowledge, and technical expertise.

Required Duties and Responsibilities:

• Point of Sale configuration, testing, deployment, and installation
• Analyze and resolve first-level customer service and technical inquiries
• Provide resolution to customers in a timely manner (within set service level agreements)
• Utilize multiple software and web-based systems, including our internal CRM and external programming systems
• Create, manage, and resolve customer relationship management (CRM) tickets within our service level agreement (SLA)
• Participate in ongoing product and services training
• Other duties as assigned
• Provide input on necessary improvements and implementations for regular business hours staff 
• Wholesale processing platform updates 
• Inventory management and tracking- record all incoming and outgoing deployments
• Handle rekeys for merchants, when necessary
• Manage quality assurance of all deployments ensuring the deployed unit works with all listed parameters
• Ensure welcome kits are sent to merchants and that they include all pertinent information
• Review marketing materials every 10 days to ensure availability, create CRM tickets to order additional marketing materials when needed
• Review merchant pricing and provide pricing report to the Operations Manager
• Work alongside the Deployment Manager to handle any projects that need completion after hours
• Assist with providing responses to emails received in DeploymentDPT and CustomerSRV inboxes after hours
• Serve as overflow support for customer service inquiries after hours
• Primary key holder for after hours
• Ensure the security of the building before locking up at end of the day:

• Ensure no one remains in the building
• Turn off all lights and unplug items that shouldn’t be left on
• Ensure all doors are locked and set the alarm before leaving

Qualifications:

• Minimum one-year customer service experience
• Typing proficiency of at 30 WPM
• Passion for problem-solving and collaborating with customers 
• Ability to craft clear and concise business correspondence 
• Strong analytical, organization, and planning skills
• Ability to adapt to change in a dynamic industry and work in a challenging environment
• Knowledge of PC/Windows/Internet-related technologies; knowledge and experience working with MS Outlook, Word, and Excel 
• Customer service level experience, minimum of 2 years preferred
• Ability to learn new and customized software/web-based applications

Requirements: 

• Must pass background screening
• Reliable transportation
• Ability to follow Evolvs privacy policy when dealing with pertinent and proprietary information

Job Benefits:

• 401(k) matching
• Medical, dental and vision insurance (available after 90 days)
• On-the-job training
• Paid time off- 1 week in the first year of employment (available after 90 days)
• Professional development assistance
• Internal training system with procedures and coursework for extended learning
• Excellent location near highways
• Casual business dress code
• IRA program (available after 180 days)
• Annual Sales Summit- Bally’s
• Frequent luncheons and Holiday celebrations
• Paid Holidays

Shift:

• Working hours (M-F 2PM-11PM, CST)
• Full-time
• Office location- Evolv, 10999 Stahl Rd., Newburgh, IN 47630