Deployment Technician

Job Description

Job Description

About Evolv :

Evolv, previously Approval Payment Solutions is a leading merchant services provider located in Newburgh, IN. Our primary responsibility is ensuring businesses can accept and receive payments from their customers in a manner that best suits their business needs.

Businesses, financial institutions, associations, and merchant sales groups engage Evolv to provide exceptional service and support for their customers and sales representatives. Evolv specializes in the deployment of multiple point-of-sale (POS) devices and types (mobile POS, POS with and without inventory, desktop POS, gateways, etc.). Evolv's day-to-day functions include a combination of technical and financial support for customer and representative communications.

We are a fast-paced environment. Individuals who succeed with Evolv are goal-oriented, self-starting, and motivated. Evolv places an emphasis on training and internal growth. For the last three years, Evolvs annual revenue growth has exceeded 40% . In those three years, the Operations Department has added 11 new positions in Customer Service, Deployment, Sales Support, and Onboarding. Additionally, five current and remaining Operations Department team members saw promotional opportunities. With the growth Evolv has experienced, we've sought out individuals who show tenacity along with technical and financial services capabilities.

Deployment Technician job description and responsibilities :

• Analyze and resolve first-level technical and customer service inquiries, mainly technical / troubleshooting
• Provide resolution to customer inquiries within the set service level agreement, time frame (SLA) if immediate resolution is not met on the initial call
• Review procedure notifications received by management
• Maintain quality assurance evaluations for all inbound and outbound deployments
• Track merchant inquiries in our internal CRM, MAC (Merchant Account Center), and provide follow up to merchants throughout ticket progression
• Identify and provide areas of improvement within procedures and quality assurance testing to the Operations, Deployment Manager, and Senior Technician to promote growth and increase efficiency
• Stay up to date on all products, solutions, and their enhancements
• Configure, test, deploy and install Point of Sale (POS) solutions, POS solutions are not limited (Mobile devices, Gateways, POS with and without inventory)
• Configure ACH and software integrations when necessary
• Assist with monitoring inventory and ensure all serial numbers moving in and out of the deployment department are recorded within our CRM and UPS systems
• Maintain punctual and consistent with attendance
• Maintain confidentiality with all merchants, customers and Evolv information
• Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
• Input data into our processing systems, to implement requested changes for merchants
• Input data into processing platform ticketing systems and monitor resolution
• Perform other related duties as assigned
• Attend product announcement web conferences and training courses hosted on Tuesday and Thursday morning, weekly
• Work outstanding tickets within MAC to assist with overflow from Deployment team members
• Work to clear the inbox for the Deployment team each day, ensuring we remain within the 24-hr. response time frame (team responsibility)
• Provide clear and concise communication to all parties, verbally and electronically
• Participate in Evolv University when requested (certification necessary to host)

Requirements for position :

Hours :

9AM-6PM CST Monday-Friday

Additional opportunities may become available by Manager request for after-hour shift coverage (commissionable by amendment to employee agreement, available following 90 days of employment)

Benefits :

Pay :

Hourly, starting at $18 / hr. (increased annually : cost of living increases 2-5% based on annual accuracy. Addtl. opportunities : promotion)

9 AM-6 PM CST M-F

8 hours / day

1 hr. lunch

Two 10-minute breaks / day

Salary : $18