Support Specialist (Merchant Boarding) | Dallas, TX / Santa Ana, CA

The Support Specialist will work directly with merchants, partners, and internal departments in the areas of account and systems boarding, support, and coordinating all aspects of Integrated Payment service set up.

About the Company

Sphere, powered by TrustCommerce, is a leading provider of end-to-end integrated payments, security software, payments gateway and merchant acquiring products and services. Sphere serves a variety of companies from large, complex enterprises to small local businesses across a range of end-markets, including healthcare, restaurant, retail, parking, education, transportation, and insurance. We offer a dynamic, fast-paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.

Position Summary

The role requires proven problem-solving ability and Relationship Management experience.  Payment processing knowledge in the areas of account boarding, Quality Assurance and some understanding of technical support are also integral tools.  Moreover, the role will be a primary point of contact for Boarding requests, issues and inquiries.  The Boarding Operations Specialist is responsible for interacting with a wide range of clients, partners, vendors and internal departments ranging from employees to Executives and maintaining timely, accurate feedback in all areas. The Specialist will consistently maintain Ticket and Queue maintenance to ensure expeditious coordination and setup of new clients.  Often the specialist serves as a “Relationship Manager” between the partners, vendors, clients, etc. in order to ensure the best service and setup implementation for the clients.  With all employees, the goal is to position the department to run smooth in an efficient and profitable manner and constantly improve the customer experience and increase loyalty and retention through efficacy by exceeding Management and Customer expectations.

Essential Functions

  • Must be able to work independently in a fast-paced setting and keep to tight deadlines under pressure
  • Process tickets and queued requests by processing all appropriate systems builds and communications
  • Identify and resolve problems and possible delays in a timely manner. Must be able to solve practical problems and maintain ability to interpret a variety of instructions furnished in written, oral, or diagram form
  • Diligent awareness of risks in processes and details in data entry
  • Take ownership of on-boarding experience and merchant/partner implementation satisfaction
  • Will be involved in monthly billing and reporting projects where attention to detail is paramount
  • Payment processing experience in the issuing or acquiring industries is preferred
  • Maintains industry knowledge by participating in educational opportunities and identifying and communicating impactful payments industry changes
  • Provides timely and accurate information / communication to all internal and external customers
  • Provides appropriate feedback to the Company regarding escalated concerns
  • Identify and Log error or issues that may be found in the QA process
  • Demonstrate an ability of great customer service skills; and relationship management; maintaining a professional demeanor and communication in the face of obstacles

Knowledge, Skills, and Abilities

  • Strong communication skills necessary, both verbal and written
  • Solid multitasking skills.
  • Creative problem-solving skills
  • Extremely organized, with outstanding follow through and follow up
  • Knowledge of Microsoft Suite of products (ie. Excel, Word)
  • Interdepartmental and cross company teamwork / collaboration
  • Adhere to both written and verbal processes
  • Ability to work in an evolving environment
  • Ability to articulate technical information to non-technical clients and peers
  • Ability to learn quickly
  • Technology literate “Tech savvy” including payments technology
  • Understanding of Industry Underwriting also beneficial


Required Education and Experience

  • 3 – 5 years of Payment Processing experience
  • 1-2 years of Boarding/ Data Entry experience is preferred

Note: Successful applicants must submit to a pre-employment background check and drug screen