Senior Client Service Specialist – Installation & Technical Support

KeyBank

Installation & Technical Support Specialist responsible for onboarding and technical support for merchant gateway solutions. Collaborating with Sales to ensure client satisfaction and compliance.

Posted 6/3/2026full-timeNew York, Ohio • 🇺🇸 United StatesSenior💰 $52,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Create and maintain detailed client playbooks to support onboarding, training, and ongoing servicing needs.
Deliver structured feedback to Sales and Product teams to enhance client onboarding experience, training content, and overall value proposition.
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.

Requirements

What you’ll need

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

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work arrangements
Professional development opportunities
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

onboardingpayment processinggateway functionalitytransaction lifecyclefraud mitigation toolsPCI complianceclient escalation managementtechnical client supportreportinganalytics

Soft Skills

communication skillsorganizational skillstime managementattention to detailcollaborationinfluenceclient-focused mindsetproblem-solvingadaptabilitymulti-tasking