Merchant Services Technical Specialist

Company: Jonas Club Software

Position: Advanced technical and operational support for Jonas Club Payments merchant accounts. Handles complex issues and escalations, resolves high‑impact merchant problems, and supports stable payment processing across the platform.

Shift: Ability to support rotating shifts between 8:00 a.m. and 8:00 p.m., including occasional holiday coverage as required.

Salary Range: $65,000 - $75,000 per year.

Job Responsibilities

- Resolve escalations related to merchant accounts, payment processing, settlements, reconciliation, reporting, and chargebacks.
- Investigate complex technical issues involving gateways, processors, APIs, and integrations.
- Own issues end to end, ensuring accurate diagnosis, resolution, and timely merchant follow‑up.
- Act as the primary escalation point for complex merchant and technical issues.
- Support the Team Lead during high‑volume periods, outages, or critical merchant incidents.
- Maintain clear and accurate documentation of escalations, actions taken, and outcomes.
- Identify recurring merchant issues and systemic gaps.
- Partner with Product and Technology teams to test fixes, validate solutions, and prevent repeat problems.
- Contribute insights that improve onboarding flows, account setup, and overall platform stability.
- Communicate technical issues in clear, merchant‑friendly language.
- Set realistic expectations and maintain merchant confidence during complex cases.
- Support merchant retention by resolving issues accurately and efficiently.
- Meet or exceed SLAs, quality standards, and productivity expectations.




- Follow defined processes while proactively flagging gaps or risks to the Team Lead.
- Provide input into knowledge base articles, troubleshooting guides, and internal documentation.
- Act as a payment’s integration subject matter expert for the Client Support team.
- Provide informal coaching, guidance, and technical clarification when needed.
- Share best practices and learnings with the wider Merchant Services team.

Job Qualifications

- 3+ years of experience in merchant account support, payments, or financial services.
- Proven experience handling Tier 2 or escalated technical support cases.
- Strong knowledge of payment gateways and processors, API integrations and troubleshooting, settlements, reconciliation, reporting, chargebacks, and dispute resolution.
- Ability to diagnose technical issues across multiple systems and data sources.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to nontechnical audiences.
- Experience working with SaaS platforms, hospitality systems, or payments software is an asset.
- Robust organizational skills and ability to manage multiple priorities in a fast‑paced environment.
- Experience troubleshooting POS‑to‑gateway payment flows.
- Understanding of card‑present versus card‑not‑present transactions.
- Familiarity with AVS, CVV, authorization flows, batching, settlements, and funding timelines.
- Ability to analyze logs, reports, and transaction data to identify failures.
- Comfort working with APIs, webhooks, or integration‑level issues (hands‑on or diagnostic).

Business Unit: Jonas Club

Scheduled Weekly Hours: 37.5

Number of Openings Available: 1

Worker Type: Regular

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📌 Merchant Support Technical Specialist (Markham)
🏢 Jonas Club Software
📍 Markham