Implementation Specialist

Job Title: Implementation Specialist

Reports to: Head of IT and Implementation

Position Summary:

The Implementation Specialist supports external clients with implementing technical credit card payment systems, software, hardware and is responsible for fully onboarding new merchant accounts by configuring supported payment gateways, installing systems on merchant workstations, and delivering hands-on training and technical support. This includes remote deployment of both software and hardware, backend setup with advanced configurations, and scripting auto-posting logic tailored to the merchant’s workflow and software environment. The role requires close coordination with sales reps and merchants, quick decision-making, and a strong understanding of payment operations and merchant processes. Accurate documentation of all installations, configurations, and support interactions is essential.

Key Performance Areas & Key Performance Indicators:

Merchant Onboarding & Setup (50%):

• Build and configure the merchant’s credit card processing account on the backend.
• Configure payment gateways and terminals
• Confirm the gateway is correctly transmitting transaction data to reporting and reconciliation systems
• Run test transactions before completed install
• Train all merchants on AVS (Address Verification Service)

Client Support (20%): :

• Provide technical support and training
• Troubleshoot payment processing issues and escalate as needed
• Assist with updates and upgrades to merchant payment setups
• Connect clients to the bridge’s software support team (Boomtown) when advanced technical assistance is required

CRM Documentation & Workflow Management (15%):

• Accurately log all onboarding and support activities in the CRM
• Update merchant status and installation progress in the CRM
• Track communication and issue resolution details
• Ensure seamless handoff to support our account management teams

Professional Development & Platform Knowledge (10%):

• Stay current on updates to our proprietary payment bridge and partner platforms
• Actively learn and maintain working knowledge of multiple gateways (e.g., Converge, LQPay, Payroc)
• Participate in internal training sessions and external certifications as needed
• Share insights or process improvements with the team based on new learnings

POS Support & Logistics (5%):

• Work with the shipping and logistics team to troubleshoot, test, and configure point-of-sale terminals prior to deployment to ensure proper functionality and merchant readiness.

Minimum Qualifications

Education Qualifications:

Experience Qualifications:

Competencies

Operations Knowledge - Thoroughly understands the operational procedures for his/her position (Installs, setting up accounts, and troubleshooting issues, as well as documenting these) and how they affect or relate to other departments in the company.

Product Knowledge - Has a broad knowledge of the products and services being implemented. Is aware of the features of the products and services they support. Is able to recommend the appropriate settings that will meet the customer's needs.

Compliance Knowledge - In addition to having a solid knowledge of general bank-wide regulations, the employee has knowledge of regulations & laws that relates to his/her department.

Computer Skills - Demonstrates a solid understanding of the technology utilized in his/her position. Consistently looks for ways to use technology to create efficiencies. Able to troubleshoot problems. May serve as an expert to others in non-IT/helpdesk positions.

On the fly thinking – Will need to write scripts that will often be variable and customized to the specific customers experience. Needs to be able to do scripting and understand some basic syntax of coding. Doesn’t need full coding skills, but the ability to learn basics and think and design a script in the moment while on a call installing a merchant is needed. A template and training is provided, but often on the spot decision making is necessary.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Strength - Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.

Finger Dexterity - Extensive keyboard typing.

Talking – The ability to convey information accurately by speaking to customers and other employees. May need to spend hours a day on the phone talking.

Employer reserves the right to change this job description at any time, should business needs arise.