Merchant Support

Merchant Support

At 1st US Merchant Services®, we pride ourselves on delivering industry-leading customer service to our merchants and partners. Our 24/7/365 merchant support center in Broomfield, Colorado, and our suite of online tools reflect our commitment to excellence in helping merchants maximize their payment capabilities.

1st US Merchant Services’s experienced and specialized technical support agents are empowered to take ownership of each call and see it through to resolution within our committed industry-leading service level agreements (SLAs). Our internal standards ensure calls are answered promptly by an agent who is equipped to handle inquiries ranging from general questions to detailed technical and analytical support. In addition, our agents are grouped into Performance Optimization Delivery (POD) teams, which seat agents of all skill sets in one cohesive unit.

Our standard of excellence requires real-time monitoring to ensure that each call is answered immediately and handled professionally from initial contact to completion. Real-time monitoring ensures maximum availability and adherence to our stringent internal standards. This unique approach maximizes first-call resolution, ensures timely service and creates a positive merchant experience.

Our unique progressive training philosophy provides agents with the most up-to-date industry information, all delivered by our world-class training team. Agents learn all facets of the payment industry in small and manageable segments. Strict quality and testing guidelines ensure that only the best and brightest advance to higher skill-set positions.

Online tools compliment the customer service center, offering a robust and highly-accessible support structure for our merchants and partners:

Boarding

We have set up our boarding procedure to maximize technology and create a user-friendly experience for all merchants and sales representatives.
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Reporting

From the application process to merchant reporting, 1st US Merchant Services relies on web-based processes that are easy to access and use to their best advantage.
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Retention

1st US Merchant Services knows it’s more cost effective to keep customers than to find new ones, so we’re dedicated to keeping our merchants satisfied.
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Service

We provide our merchants and partners with the best support in the industry — that’s what we call service!
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