Equipment Operations Specialist | Irving, TX

Sphere is looking to hire an Equipment Operations Specialist for full-time, in-house employment in our Irving, Texas location.


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 Equipment Operations Specialist will work directly with merchants, vendors, and internal departments in the areas of deployment, supply chain, equipment and backend configurations, as well as device support.  The role requires payments experience in the areas of technical support and understanding device configurations of credit card equipment, peripherals, etc.  Additionally, the role is the primary point of contact for deployment and inventory requests, issues and escalations. The Equipment Operations Specialist is responsible for interacting with a wide range of clients, partners and internal departments ranging from employees to Executives and maintaining timely, accurate feedback in all areas. The Equipment Operations Specialist will consistently maintain Ticket and Queue maintenance, to ensure new and existing clients receive designated devices and/or support in an efficient manner.  Often the specialist serves as a “Relationship Manager” between the vendors, clients, etc. in order to ensure the best service and resolution 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 submitting to appropriate vendors for fulfillment and shipping of various POS devices and equipment.
  • 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.
  • Ability to program, test, package and ship devices when needed.
  • 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 timely feedback to the Company regarding escalated concerns
  • Provides as a backup to the CS and TS phone queues, assisting during peak call times.
  • Demonstrate an ability of great customer service skills; and relationship management; maintaining a professional demeanor and communication in the face of obstacles.
  • Responsible to provide daily, weekly and monthly equipment reporting to management as required.

Knowledge, Skills, and Abilities

  • Strong communication skills necessary, both verbal and written
  • Solid Inventory and Tracking understanding
  • Creative problem-solving skills
  • Extremely organized, with outstanding follow through and follow up.
  • Ability to multi-task
  • 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
  • Must be proficient in software/ tools such as MS Excel and Word

Required Education and Experience

  • 3 – 5 years of Technical Support experience
  • 1-2 years of Inventory and/or Deployment experience is preferred

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