A Technical Customer Service Representative provides technology-related support and assistance to individuals using a product. Helps customers troubleshoot difficulties with their computers, Internet, phones, networks, etc.
Newburgh, IN Job Details 11 hours ago Qualifications Customer communication High school diploma or GED Full Job Description About Evolv Evolv is a leading merchant services provider headquartered in Newburgh, Indiana. Our mission is to provide businesses with reliable payment processing technology, exceptional customer service, and innovative payment solutions. The Deployment Department is responsible for configuring, deploying, installing, and supporting payment terminals, point-of-sale systems, gateways, software integrations, and related technologies. Position Summary The Deployment Technician (Tier I) serves as the first level of technical support for Evolv's merchants and sales partners. This position is responsible for configuring, deploying, installing, troubleshooting, and supporting payment hardware and software while delivering exceptional customer service. The role works closely with the Technical Support Specialist II, Assistant Technical Services Manager, and Deployment Manager to ensure merchants are successfully deployed and supported throughout the installation process. Primary Responsibilities Provide first-level technical support for merchants, sales representatives, and internal departments. Configure, test, deploy, and install payment terminals, POS systems, gateways, and integrated payment solutions. Troubleshoot hardware, software, networking, and payment processing issues. Escalate unresolved or advanced technical issues to the Technical Support Specialist II or management when appropriate. Maintain ownership of assigned installation and support tickets through completion. Meet or exceed established Service Level Agreements (SLAs). Document all merchant interactions, troubleshooting steps, and resolutions within Merchant Account Center (MAC) and processor ticketing systems. Review setup forms to ensure terminals, pricing, prompts, peripherals, and configurations are completed accurately. Configure ACH services, gateways, and software integrations as required. Assist with outstanding deployment tickets supporting merchant onboarding efforts. Customer Service Provide professional and timely communication to merchants, representatives, processors, and internal teams. Maintain regular follow-up with merchants throughout the installation process. Deliver an exceptional customer experience while resolving technical issues. Quality Assurance & Department Support Follow established Deployment Department procedures and quality standards. Participate in Quality Assurance reviews and implement corrective feedback. Identify opportunities for process improvements and communicate recommendations to leadership. Assist with monitoring department inboxes and maintaining response-time expectations. Inventory & Administrative Responsibilities Assist with inventory tracking and serial number documentation. Maintain accurate documentation within internal systems. Utilize CRM, processor portals, and deployment software daily. Protect confidential merchant and company information. Training & Professional Development Attend vendor training sessions, product announcements, and certification opportunities. Participate in Evolv University and internal training initiatives. Remain current on payment technology, software, products, and deployment procedures. Minimum Qualifications High School Diploma or GED required Associate degree or technical education preferred Customer service or technical support experience preferred Strong troubleshooting and problem-solving skills Excellent written and verbal communication Reliable transportation Ability to pass a background check Core Competencies Customer Service Technical Aptitude Troubleshooting Communication Teamwork Accountability Organization Adaptability Time Management
