Senior Client Service Specialist – Installation & Technical Support

Das ist der Job

Create and maintain detailed client playbooks to support onboarding, training, and ongoing servicing needs.

Darum lohnt es sich

Deliver structured feedback to Sales and Product teams to enhance client onboarding experience, training content, and overall value proposition.

Requirements 5 years of experience in merchant services, within the financial services industry Applied experience in onboarding, or technical client support Demonstrated experience supporting payment gateways, technical implementations, or merchant onboarding Strong knowledge of payment processing, gateway functionality, and transaction lifecycle Experience with client escalation management and complex issue resolution Ability to manage multiple priorities and deliver in a fast-paced environment Strong written and verbal communication skills with client-facing experience High attention to detail with strong organizational and time management skills Proven ability to influence, collaborate, and partner cross-functionally Client-focused mindset with a commitment to delivering an exceptional onboarding experience Proficiency in Microsoft 365 tools (Excel, Teams, Outlook, PowerPoint) and reporting/analytics #J-18808-Ljbffr Responsibilities Lead end-to-end onboarding, configuration, and activation of merchant accounts across third-party and reseller gateway platforms (e.g., Auth.net, CardConnect, CyberSource, FreedomPay).

Deliver comprehensive client training for gateway solutions, including transaction processing, reporting tools, fraud controls, and system navigation. Provide onboarding, setup, and training support for Clover solutions and Commerce Control Center, ensuring clients are fully enabled at go-live.

Guide clients through PCI compliance requirements, including education on security standards, validation processes, and ongoing compliance best practices. Assist clients in implementing fraud mitigation tools and gateway security settings (e.g., velocity controls, filters, risk protocols) to reduce exposure and losses.

Act as a subject matter expert and escalation point for complex gateway-related servicing issues, including processing errors, pricing inquiries, downgrades, and product optimization opportunities. Create, manage, and update servicing tickets; maintain accurate client demographic and account data across Fiserv and KeyBank systems.

Develop and deliver reporting to measure onboarding effectiveness, client adoption, and value realization. Identify process gaps and inefficiencies; recommend and implement solutions to improve onboarding efficiency and client experience.

Partner cross-functionally with Sales, Product, Risk/Compliance, and Operations to support successful client outcomes and continuous improvement.