Deployment Technician

Job Description

About Evolv:

Evolv 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%. The need for an additional deployment technician who is focused on installation of point of sale equipment is necessary to maintain growth goals.

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 (SLA/time frame), if immediate resolution is not met on the initial call

Review procedure notifications received by management

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 upper management 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 in 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

Attend product announcement web conferences and training courses hosted on Tuesday and Thursday mornings on a weekly basis

Make outbound call efforts to schedule appointments for the primary installer and ensure the primary installer calendar is full

Resolve installation tickets once processing is seen within our CRM

Learn each product (POS, Gateway and Software) along with their features and functionalities to ensure successful installations

Assist the primary installer and management in other related duties as assigned

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)

If assisting with deploying of devices, ensure quality assurance is met prior to the solution leaving the building

Requirements for position:

High school diploma

College degree preferred, not required

Reliable transportation

Must pass background check

Hours:

8AM-5PM 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:

401K (Company match)

Holiday Pay

Health and Dental Insurance (United Healthcare)

Vacation (1 week earned following 6 months of employment, increased thereafter on an annual/tenure basis)

Personal Time (accrued weekly at .93 hrs.)

Paid training and ongoing training opportunities

Annual week-long paid off-site training at Bally's Casino in Evansville, IN (overnight stay not required, attendance daily mandatory)

Pay:

Hourly, starting at $18-$19/hr. based off experience (increased annually: cost of living increases +2-5% based on annual accuracy. Addtl. opportunities: promotion)

Full-time