Deployment Technician

About EvolvEvolv 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 SummaryThe 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 ResponsibilitiesProvide 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 ServiceProvide 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 SupportFollow 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 ResponsibilitiesAssist 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 DevelopmentAttend 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 QualificationsHigh School Diploma or GED requiredAssociate degree or technical education preferredCustomer service or technical support experience preferredStrong troubleshooting and problem-solving skillsExcellent written and verbal communicationReliable transportationAbility to pass a background checkCore CompetenciesCustomer ServiceTechnical AptitudeTroubleshootingCommunicationTeamworkAccountabilityOrganizationAdaptabilityTime Management #J-18808-Ljbffr Evolv Inc