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Technical Support Lead
2 days ago
Technical Support Lead Under the direction of the Technical Support Manager, the Technical Support Lead is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction.
Responsibilities
include: Providing first-class customer service/support via telephone, email, chat, and any future channel. Triaging inbound customer communications, monitoring priority of tickets assigned to the queue, and processing and escalating tickets accordingly. Maintaining an accurate and complete record of all inquiries and problems handled. Absorbing and retaining a large quantity of departmental systems, policy and procedure knowledge.
Utilizing all tools and systems consistently to enhance department knowledge. Setting up/configuring and downloading POS terminals and pin pads, value-added software, and online payment gateways. Assisting Sales partners and merchants in adding equipment and services to merchant accounts. Assisting Sales Partners in POS hardware and software selection based on client needs.
Providing technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors. Providing clients and team members with guidance and training on the use of POS systems. Assisting Technical Support Representative I & II by ensuring the team has proper tools, and training to perform tasks and job functions. Retaining and sharing knowledge gained by supporting peers and leaders as well as assisting with onboarding Technical Support Representative I & II new hires, reviewing resource material and providing check-ins.
Coaching and assisting in ensuring team members are adhering to and providing professional call handling and providing clear, concise and accurate information. Assisting with complex Chat Support issues for the Tech team. Delivering Gateway demonstrations upon request. Providing, sharing technical feedback and constructive training to the team to adhere to company policies and procedures.
Following all card brand compliance rules and regulations for the security and integrity of sensitive information. Handling complex client escalations via telephone, email, chat, and any future channel. Exhibiting process improvements and innovation by offering suggestions to increase and enhance overall team performance. Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
Other duties assigned.
Qualifications
High school diploma or equivalent. 2+ years payments industry experience in call center or customer support related role. 2+ years' experience in payment processing, specifically terminal technical support. 1 year in ticket inquiry handling, reconciliations, and handling support escalations. Some leadership experience. Skills/Abilities: Proficiency with Microsoft Suite. Knowledgeable in point-of-sale systems and related peripherals.
Applicable TSYS knowledge.
Experience
in call center environments. Ability to listen to others and communicate in an effective manner. Ability to clearly communicate technical related directions in verbal and written form. Possesses strong analytical and research skills with strong attention to detail.
Ability to work autonomously while producing a high output of quality work. Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy. Ability to ensure that one's own and other's work and information are complete and accurate. The ability to carefully prepare for meetings and presentations.
The ability to follow up with others to ensure that agreements and commitments have been fulfilled. Ability to support, promote, and ensure alignment with the organization's vision and values. The ability to understand how an organization must change considering internal and external trends and influences. Ability to focus personal efforts on achieving results consistent with the organization's objectives.
Lead by example and pose self-awareness. Ability to prevent, manage, and/or resolve conflict.
What We Offer
Competitive salary, bonuses and incentives. Comprehensive employer sponsored health, vision, and dental insurance programs. Paid time off, paid sick and paid holidays. 401K plan with up to a 3% matching contribution. Commitment to career development and advancement.
Employee recognition programs. Vibrant office culture, team building, birthdays, work anniversaries, snacks, and more Pay Range: $29- $35/ hr. This position will report in-office in Calabasas, CA. Maverick Payments is an Equal Opportunity Employer.
Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.
Non-Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests. Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments.
No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.
