Merchant Senior Client Service Specialist, Installation & Technical Support

Merchant Senior Client Service Specialist, Installation & Technical Support page is loaded## Merchant Senior Client Service Specialist, Installation & Technical Support locations:
Remote, United Statestime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
January 2, 2026 (23 days left to apply) job requisition :
R-34973
*
* Location:

** For Those Who Work At Home, Ohio
** Position Location Policy**
* ** General

Location:

** Open to candidates within the United States.  +
** Hybrid Requirement (if within specific cities):
** If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest Key Bank office (non-branch location).  +
** Remote Option:
** If the selected candidate lives outside of Key Bank’s geographic footprint, the position will be considered fully remote.
** Job Summary
** The Installation and Technical Support Team is part of the Commercial Onboarding & Servicing (COS) ecosystem. COS consists of five functions:
Commercialization & COS Capabilities, Commercial Digital, Employee Experience & Issue Resolution, Onboarding and Servicing.

We strive for seamless, transparent, accountable client experiences, enabling and deepening client relationships and retention. (COS) is building a sustainable, scalable, and digitally enabled operating model, all while empowering, promoting, and enhancing client and employee experience.

At Key Bank, our client relationships are our top priority. We are looking for a dedicated and personable Installation & Technical Support (ITS) advisor to implement, activate and service our clients who are utilizing gateway solutions.  The ideal candidate will have a passion for driving results while providing exceptional customer service.
** Essential Functions
*** Able to train clients during the onboarding process on all aspects of the following third party gateways:  + , Card Connect, Cybersource, Core Commerce, Bridgepay, Tempest, Freedom Pay
* Create and manage servicing tickets, including updating demographic information across Fiserv and Key Bank systems, assisting merchants with DDA changes, and supporting other account maintenance tasks.
* Assist client through fraud/risk protocol updates on gateway to protect client/bank from fraud losses
* Create, update and follow client playbook for complete training
* Provide ongoing client support for payment gateways and terminal devices, ensuring smooth operation, troubleshooting issues, and assisting with configuration and usage.
* Partner with Product owner on updates and observations; assist in enhancing sales training and value to clients through feedback and reporting
* Handle escalated servicing requests related to third party gateways; including pricing, downgrades, processing errors, security velocity and appropriate product upgrades/enhancements
* Create, update and provide appropriate reporting to validate results and value added to clients
* Create and deliver ad hoc reporting as requested
** Work Experience**
* ** Minimum 3 years Merchant Services and/or Acquirer experience required**
* ** Minimum 3 years of experience working within onboarding, client escalation management, sales experience, specifically customer facing required**
* ** Knowledge of payment gateway, features and functionalities required
*** Project Management skills, including ability to multitask and prioritize several responsibilities simultaneously
* Strong written and verbal communication skills
* Good attention to detail and organizational skills
* Excellent time management skills
* An ability to change, influence others, and foster teamwork
* A team player with proven ability to build strong collaborative relationships with internal partners
* Dedicated to exceeding the expectations of clients
* Ability to identify inefficient processes, recommend solutions
** Preferred Qualifications
*** Experience working with Fiserv and/or Elavon
* Training clients on Merchant or reseller gateway
* Proficiency with software like Excel
** Physical Demands
*** General office environment:
Prolonged sitting, ability to communicate face-to-face in person or on the phone with teammates and…