Merchant Support Specialist - Hybrid (Cincinnati)

Job Description

About the team

Our Merchant Support Specialists are at the center of everything we do-delivering world class support, creating meaningful customer connections, and bringing enthusiasm and dedication to every interaction. Their collaborative spirit drives our growth, and their excellence has earned us recognition as the Silver Stevie Award Winner for Call Center of the Year 2026. This exceptional team also enjoys a consistent Monday-Friday schedule with no weekends or holidays, supporting a healthy work-life balance.

What you'll own

You will provide customer support to merchants within our Call Center support team, via phone, email, and chat while handling a high volume of inquiries related to Worldpay products and services. Your responsibilities include identifying the root cause of issues, utilizing tools and resources to resolve them, and tracking and documenting inbound support requests with accurate notations. Additionally, you will ensure adherence to quality standards, schedules, and average handle times.

• Your training will be onsite Monday thru Friday 8:30am-5:00pm for 10-weeks
• You will work a hybrid schedule; onsite 3 days per week(Tuesday, Wednesday, and Thursday)
• You will address a high-volume contact center responsible for omni-channel servicing via voice, email, and chat.
• You will closely follow step-by-step troubleshooting procedures for point-of-sale or stand-alone equipment.
• You will proficiently utilize multiple computer applications to properly service merchant requests.
• You will be proactively identifying merchant's needs utilizing available resources.

Where you'll own it

This is a hybrid position based in the Cincinnati, OH office.

• Training Schedule (Onsite Required): 10 weeks, Monday-Friday, 8:30 AM-5:00 PM
• Required Hybrid Work Schedule: After training, you will work onsite 3 days per week (Tuesday, Wednesday, and Thursday).
• Shift options are available between 8:00 AM and 8:00 PM - (Hybrid with 3 days per week after training)

What you'll bring

• Experience in payments processing or highvolume call centers
• Deliver exceptional customer service while promoting selfservice tools
• Resolve client issues in real time
• Consistently meet key performance indicators: Average Handle Time, Quality, Customer Satisfaction, First Call Resolution
• Strong timemanagement and prioritization skills
• Effective written and verbal communication
• Maintain composure, professionalism, and strong callcontrol skills
• Communicate clearly and set proper expectations
• Proficient with PCs, Microsoft Teams/Outlook, and Salesforce
• Navigate multiple systems efficiently
• Basic understanding of phone, Ethernet, WiFi, and Bluetooth

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EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.