Deployment Specialist

Job Description

Job Description

Job Description – Deployment Specialist

To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, Mercantile Processing, Inc. will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or employee unless undue hardship would result.

GENERAL ROLE PURPOSE: Supports the successful equipment onboarding of merchant accounts by coordinating payment solution setup and managing equipment deployment. All while providing hands-on customer service and technical support to customers, agents, and partners.

FLSA STATUS: Non-Exempt

SUMMARY: The Deployment Specialist plays a critical role in ensuring a seamless and efficient equipment onboarding experience for new and existing merchants. This position is responsible for coordinating the deployment of payment solutions, including terminal and gateway setup, software integrations, and related support. The ideal candidate will have excellent communication skills, and a proactive, detail-oriented approach to problem-solving.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinating the deployment of payment terminals, gateways, and integrations for new and existing merchant accounts.

• Testing all equipment prior to deployment to ensure a smooth and accurate experience for the customer.

• Providing inbound and outbound support to merchants during the onboarding and activation process.

• Answering customer support calls and emails, resolving issues related to terminal setup, processing questions, and account information.

• Offering technical support, including device troubleshooting, connectivity checks, and software walkthroughs.

• Using outside-of-the-box thinking to identify and resolve issues.

• Working closely with internal departments (Sales, Underwriting, and Support) to ensure timely and accurate merchant onboarding.

• Track and manage hardware inventory, including device preparation, shipping, and returns.

• Maintain up-to-date records in CRM systems and deployment logs.

• Participate in team meetings, training, and collaborative problem-solving sessions.

• Any other duties assigned

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EXPERIENCE AND EDUCATION:

• Strong customer service and interpersonal skills

• Ability to respond to telephone inquiries or take messages as needed

• Excellent oral and written communication skills

• Detail-oriented with excellent time management skills

• Computer and Internet-savvy

• Proficient in Microsoft Office products

• High School Diploma / Associate's Degree a plus

LANGUAGE SKILLS: Ability to read English and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence using good English grammar and punctuation. Ability to speak English effectively before customers or employees of an organization.

MATHEMATICAL SKILLS: Demonstrated knowledge of key business financial metrics and communicating key performance indicators to leadership in support of business objectives. Proficiency in financial analysis, pricing models, and statistical techniques with the ability to work with complex data sets. Experience evaluating and communicating outcomes quantitatively with a drive for root cause analysis.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS: Valid Driver's License, U.S. Citizenship.

OTHER SKILLS and ABILITIES: Required computer skills include: Proficient in Microsoft Office applications for word processing, graphics, and spreadsheets. Ability to work independently with minimum supervision required. Special consideration will be given to applicants with knowledge of IRIS CRM and TSYS Applications such as mReports and Greenscreens.

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. The duties of this job demand that the employee be able to maintain a consistent schedule of attendance and be able, on occasion, to work extra hours. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk; and hear.