Pre-Launch Specialist I

We are seeking a highly skilled and motivated individual to join our team. The ideal candidate will work closely with our clients, promoting the highest level of service and professionalism. This role involves managing relationships with merchants from the time we receive the contract from sales all the way to installation before handing off the account to the Launch team. This includes gathering all necessary data and configuration to ensure a seamless experience for the merchant onboarding process.

Restaurant experience highly desirable.

Responsibilities

• Client Engagement: Build rapport with merchants, gathering detailed information to understand their needs regarding Point of Sale (POS) configurations, reporting requirements, and how SkyTab can meet their specific needs.
• Project Management: Independently manage the complete lifecycle of merchant onboarding, including data gathering, configuration, and coordination of installation dates to ensure timely delivery of equipment.
• Technical Expertise: Program merchant menus, set up online ordering, explain marketplace integrations, and ensure orders are correct. Proficiency in SkyTab internal systems is a plus.
• Customer Satisfaction: Go above and beyond to ensure complete merchant satisfaction, offering exceptional service tailored to meet client needs.
• Communication: Maintain communication through multiple channels, such as email, phone calls, ticket systems, and chat systems. Explain our gift card program and ensure that the relevant department effectively communicates and meets the merchant's needs.
• Training: Configure menus and be able to train merchants on the usage of Shift4 products and services.
• Problem Solving: Use critical thinking and research skills to determine the feasibility of requested features, ensuring they align with our capabilities. Additionally, develop creative solutions to meet merchants' unique needs.
• Documentation: Maintain accurate records of client interactions and configurations using Excel, Microsoft Suite, and Google Suite systems. Proficiency in Monday.com is a plus.
• Industry Knowledge: Acquire and maintain an in-depth understanding of the merchant processing industry and your role within the organization.

Qualifications

• Technical Skills: Deep understanding of hardware platforms, configuration methods, and experience in hardware deployment and logistics. Strong proficiency in Excel and other Microsoft and Google suite systems.
• Soft Skills: Excellent listening, oral, and written communication skills. Friendly and enthusiastic personality with strong attention to detail.
• Self-Management: Ability to self-manage, use critical thinking, and willingness to conduct research and testing as needed.
• Customer Focus: Highly motivated and dedicated to delivering exceptional service to our SkyTab accounts. This role involves providing merchants with comprehensive white glove service, ensuring that every aspect of their experience is handled with the utmost care and attention to detail.
• Leadership: Excellent communicator with strong leadership skills, thriving in challenging environments.
• Problem-Solving: Possess a natural ability to identify problems and develop creative solutions to address them. Additionally, demonstrate the capability to quickly ease and deescalate elevated situations, ensuring a positive outcome for both the merchant and the company.
• Bilingual: Proficiency in English and Spanish is a plus but not required.