Technical Support & Onboarding Specialist

About Strictly

Strictly is a growing financial technology company specializing in payment processing solutions, software integrations, and merchant technology. We provide businesses across healthcare, automotive, retail, and other industries with innovative payment solutions. We work directly with merchants and through a network of reseller partners.

Position Overview

This role supports both merchants and reseller partners, focusing on onboarding new merchant accounts, assisting reseller partners with implementations, troubleshooting technical issues, supporting software integration setups, and ensuring timely, professional support. The ideal candidate is tech-savvy, organized, an excellent communicator, and enjoys solving problems.

Key Responsibilities

Merchant Onboarding & Account Setup

• Assist new merchants with onboarding, account configuration, and activation.
• Set up and configure payment terminals, virtual terminals, and payment software.
• Guide merchants through initial setup, training, and transaction processing.
• Coordinate with internal departments for smooth implementations.
• Track onboarding progress and maintain accurate account records.

Technical Support & Software Integrations

• Provide technical assistance to merchants and reseller partners via phone, email, and remote support.
• Troubleshoot payment terminals, payment gateways, software connectivity, and transaction-related issues.
• Assist merchants and reseller partners with setting up and configuring Strictly's software integrations with their business management systems.
• Guide users through integration setup, connectivity testing, and basic troubleshooting.
• Coordinate with internal technical and development teams to resolve complex integration issues.
• Assist with system configurations, reporting, and platform functionality.
• Document support requests and ensure timely resolution.

Reseller Partner Support

• Serve as a point of contact for reseller partners requiring onboarding or technical assistance.
• Help reseller partners onboard and activate their merchant accounts.
• Provide product guidance and training on Strictly's payment solutions, software integrations, and platform features.
• Assist partners with troubleshooting issues affecting their merchant portfolios.
• Coordinate with sales and operations teams to support reseller partner needs.
• Build strong working relationships with partners by providing responsive, reliable support.

Customer Service & Operations

• Deliver an excellent support experience to both merchants and reseller partners.
• Maintain clear communication and follow up on outstanding requests.
• Collaborate with internal teams to resolve issues efficiently.
• Help improve onboarding workflows, support documentation, and operational processes.

Requirements & Tech Stack

Required

• Strong customer service and communication skills.
• Comfortable using computers, software, and technology.
• Excellent troubleshooting and problem-solving abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and prioritize tasks.
• Professional attitude and willingness to learn.
• Ability to work on-site in Miami, Florida.

Preferred (Not Required)

• Experience in technical support, customer service, or merchant onboarding.
• Experience in payment processing, fintech, or merchant services.
• Familiarity with POS systems, payment terminals, or payment gateways.
• Experience assisting customers with software installations, configurations, or integrations.
• Experience supporting business partners, resellers, or B2B customers.
• Bilingual English/Spanish.
• Experience with CRM or support ticketing systems.

Compensation & Benefits

• Starting Pay: $18.00 per hour.
• Medical Benefits: Eligibility after 6 months of employment.
• Hands-on training in payment processing and financial technology.
• Opportunities for professional development and career growth.
• Collaborative and supportive team environment.