Merchant Customer Support Representative Level 1

Evolv | Newburgh, IN (On-site) About Evolv Evolv has been a trusted partner for over 25 years, delivering comprehensive merchant services solutions to businesses nationwide. Our commitment to excellence and customer satisfaction has positioned us as a leader in the payments industry. We provide an all-in-one solution for merchants, including: Credit and debit card processing ACH/payment solutions Website development, e-commerce, and SEO Through partnerships with financial institutions, associations, technology providers, and independent sales organizations, Evolv ensures merchants receive best-in-class service tailored to their business needs. Position Summary The Merchant Customer Support Representative (Level 1) serves as a frontline resource for merchant clients, providing support across billing, funding, transaction research, and account maintenance. This role requires strong problem-solving skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely resolutions. Representatives are expected to manage inbound communication, maintain SLAs, and support internal teams while ensuring a high-quality merchant experience. This role is best suited for individuals who thrive in a detail-oriented, fast-paced environment and take ownership of resolving complex merchant issues. Key Responsibilities Handle inbound merchant inquiries via phone, email, and shared inboxes Respond to all inquiries within 24-hour SLA expectations Research and resolve issues related to billing, transactions, and deposits Utilize multiple systems for research, ticket submission, and tracking Create, manage, and resolve CRM tickets Review statements and explain findings to merchants Audit closed accounts and ensure full closure Review and adjust pricing on approved accounts Maintain inbox organization and SLA adherence Participate in ongoing training Support additional operational tasks Qualifications Minimum 2 years customer service experience Strong analytical and problem-solving skills Effective communication skills High attention to detail Technical Skills Microsoft Office proficiency CRM/ticketing experience Multi-system navigation 30+ WPM typing Dual monitor experience preferred Core Competencies Customer-focused mindset Organization and adaptability Proactive problem-solving Growth & Development Opportunities for advancement into higher-level operational roles. Compensation & Benefits $17-$22/hour 401(k) match Medical, dental, vision PTO Training & development Company events Schedule & Location Monday-Friday, 8-5 CST 10999 Stahl Rd., Newburgh, IN Additional Requirements Background check Reliable transportation