This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Under general supervision, the primary job function of the Support Specialist II is to provide phone support as well as performing routine but varied clerical and support duties according to standard procedures. Responsibilities - Types and transcribes assignments such as business correspondence, forms, and reports. - Will have direct contact with customers, may compile information for reports, and processing forms and documents. - Transferring and escalating potential calls to the appropriate department if needed. Qualifications - Completion of a high school education. - A minimum of 1 year general office or related Company experience, or equivalent combination of education and/or experience. - Written and verbal communication skills to proofread and edit routine forms, reports, and business correspondence. - Proficient typing skills. - General knowledge of department procedures and operations to prepare, process, and complete assignments appropriately and maintain records. - Ability to manage inbound calls in a timely manner, while maintaining a positive, empathetic, and professional demeanor towards customers. - Engaging in active listening with customers, confirming or clarifying information and addressing customer concerns as needed. Benefits - Competitive compensation. - Flexibility to work from anywhere in the United States for most positions. - Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours). - Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus). - Medical, dental, vision, life, and pet insurance. - 401 (k) retirement savings plan with company match. - Engaging work environment. - Promotional opportunities. - Education assistance. - Professional and personal development opportunities. - Company recognition program. - Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more. Company Description At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

• Manage technical training for clients and local Epta entities during client visits. • Implementation of remote support through digital platforms**Implementation of digital training such as eLearning and video instructions • Support the client technical department to integrate Epta solutions • Assist clients in managing warranty requests and/or spare parts orders through our portal • Contribute to customer satisfaction by presenting Epta solutions (with a focus on technical aspects and innovation) • Collect market information and client needs • Collaborate with internal departments to improve Epta solutions based on client needs • Promote sales activities and sell all products and services of new equipment

• Design, develop, and implement comprehensive training programs for merchant support agents, encompassing product knowledge, technical skills, customer service, and problem-solving techniques • Conduct onboarding sessions for newly hired support agents to introduce them to company policies, systems, and processes • Provide continuous learning opportunities for the existing merchant support team to enhance their skills, deepen their understanding of our offerings, and improve their ability to handle complex customer inquiries • Develop engaging training materials, including presentations, videos, job aids, and interactive exercises to support the training curriculum • Assess the effectiveness of training programs through various evaluation methods, such as quizzes, role-playing exercises, and practical evaluations • Partner with internal teams, such as product development, compliance, and operations, to stay updated on the latest product features, updates, and policies • Continuously evaluate and enhance training processes and methodologies to ensure they align with best practices and industry standards • Contribute to building and maintaining a comprehensive knowledge base for merchant support agents • Keep abreast of industry trends and changes in the payment processing landscape to ensure our support team remains informed and adept at addressing merchant concerns • Provide one-on-one coaching and mentorship to support agents, assisting them in resolving complex issues and improving their overall performance

• Communicate with our members via phone and email, exhibiting care in every interaction • Listen to our members, providing empathy and solutions to their unique needs • Collaborate with your team to share knowledge and best practices • Accurately document Member interactions and activity