Talentmanagementsolution

Merchant Support Technical Specialist

Canada - Markham - Ontario

Sponsorship not specified$65k-$75kDetected 7 days ago

ComplianceCustomer SupportCommunicationMentoringOrganizational Skills

About the role

This role requires deep payments knowledge, strong troubleshooting skills, and the ability to communicate clearly with both merchants and internal teams.
The salary range for this role is between $65,000 - $75,000 a year.
Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Own issues end to end, ensuring accurate diagnosis, resolution, and timely merchant follow up.
Support the Team Lead during high volume periods, outages, or critical merchant incidents.
Maintain clear and accurate documentation of escalations, actions taken, and outcomes.
Partner with Product and Technology teams to test fixes, validate solutions, and prevent repeat problems.
Set realistic expectations and maintain merchant confidence during complex cases.
Support merchant retention by resolving issues accurately and efficiently.
Follow defined processes while proactively flagging gaps or risks to the Team Lead.
Act as a payment's integration subject matter expert for the Client Support team.
Jonas Software supports over 60,000 customers in more than 30 countries.
Across our broader network, we support a global workforce of more than 30,000 employees.

3+ years of experience in merchant account support, payments, or financial services.
Strong knowledge of payment gateways and processors, API integrations and troubleshooting, settlements, reconciliation, reporting, and 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.
Experience troubleshooting POS-to-gateway payment flows.
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).
Proven experience handling Tier 2 or escalated technical support cases.
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Understanding of card-present vs card-not-present transactions.

Merchant Services Technical Specialist
Jonas Club Software is an industry leading club-first management platform built exclusively for private and member-driven clubs and designed to be the single source of club truth.
Used by thousands of clubs across five continents for more than 35 years, Jonas Club combines hospitality-grade performance with a global team of over 6,000 professionals focused on service, security and continuous improvement.
It is engineered for hospitality operations, complies with SOC 2 and PCI requirements, and supports extensibility through APIs and partner integrations.
Our unified, contextual activity timeline brings reservations, point-of-sale and food and beverage, billing and finance, events, member services and reporting into one secure platform that enables seamless interactions between members, staff and the broader club community.

This listing is sourced directly from Talentmanagementsolution's careers page and normalized into a canonical job model.