Job Description: 

Merchant Services Technical Specialist

Jonas Club

THE COMPANY

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.

POSITION

The Merchant Services Technical Specialist provides advanced technical and operational support for Jonas Club Payments merchant accounts. This role handles complex issues and escalations, resolves high impact merchant problems, and supports stable payment processing across the platform. The specialist partners closely with the Merchant Services Team Lead, Product, and Technology teams to identify root causes and improve long term reliability. This role requires deep payments knowledge, strong troubleshooting skills, and the ability to communicate clearly with both merchants and internal teams. Ability to support rotating shifts between 8:00 a.m. and 8:00 p.m., including occasional holiday coverage as required. 

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, 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. 
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment. 
• Experience troubleshooting POS-to-gateway payment flows. 
• Understanding of card-present vs 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). 

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Business Unit: 

Jonas Club

                                                                                    

Scheduled Weekly Hours:

37.5

                                                                                    

Number of Openings Available: 

1

                                                                                    

Worker Type: 

Regular

                                                                               

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

 

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

 

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

 

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.