Operations Specialist | Santa Ana, CA and Irving, TX

Sphere is looking to immediately hire a Operations Specialist to the team.

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

Under the direction of the Operations Services Manager, the Operations Specialist will support incoming requests from customers and Integrated Software Vendors (ISV) needing customer/technical assistance with payment processing, gateway processing, point of sale devices, reporting and monthly statements. This role will include collaborating with Product Specialists and other departments in support of customers, while documenting internal support activities. Being cross trained in other operational areas to provide support including boarding, equipment services, retention and back office management will occur as part of this role.

Essential Functions

  • Handles inbound and outbound support requests as received from inbound calls, emails, ticket assignment or project activities
  • Provides exceptional customer service leveraging strong problem solving and professional communication skills
  • Documents every customer service interaction in systems as appropriate for the interaction
  • Ensures all customer service assigned tickets/activities are brought to resolution and properly communicated to the customer
  • Establishes and maintains knowledge of all products and services to effectively address customer concerns
  • Uses problem solving skills and work with internal and external resources to analyze data and determine root causes of issues
  • Resolves product and services inquires to resolve all customer requests and escalates as appropriate for assistance
  • Meets performance expectations by achieving established goals and objectives such as quality and productivity measures
  • Provides knowledge transfer and cross training to other team member on areas of expertise as required
  • Contributes to team effort to help achieve department objectives

Knowledge, Skills, and Abilities

  • Understanding of the credit card and payment or related processing solutions industries (preferred)
  • Strong communication skills necessary, both verbal and written
  • Adhere to both written and verbal processes
  • Ability to work in an evolving environment
  • Ability to articulate technical information to non-technical customers
  • Ability to learn quickly
  • Creative problem-solving skills
  • Extremely organized
  • Ability to multi-task
  • Solid experience in working with computer-based systems including a high proficiency in keyboard operation/speed
  • Comfortable in providing support for payments devices – “Tech savvy”
  • Ability to adhere to attendance policy and shift schedules

Working Conditions

  • Shift hours are scheduled between 8am-8pm Central Time (CT) – shifts are eight (8) working hours
  • After hours support is required based on a scheduled rotation

Minimum Qualifications

  • High School Diploma or equivalent
  • Some College Preferred
  • 2+ Year(s) Customer Service/Call Center – related Experience

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

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