Technical Support Manager, Issuer Services

7 days ago

Mentor, Ohio, United States Visa Full time

About the Role:

The Customer Support Manager, Issuer Services will lead a team of technical support specialists in providing exceptional customer service and support to clients. This role will be responsible for ensuring that customer service levels and standards are met, and that customers receive best-in-class technical service and support.

Key Responsibilities:

  • Hire, train, and grow team members and their roles.
  • Assist in hiring and training Visa Global ASC team members to support VCAS Level 1 support.
  • Lead production support meetings with Visa Global Level 1 Support management teams and resellers to help enable our partners to support 3DS products and services.
  • Responsible for ensuring Customer Solution Analysts have the tools to effectively execute their roles.
  • Implement and execute customer service policies and procedures to improve customer experience.
  • Execute new service strategies set forth by the Sr. Service Managers and Directors.
  • Define and communicate customer service standards to the support team.
  • Oversee the achievement and maintenance of agreed customer service levels and standards (SLA and SLO) with both Cardinal and VCAS ASC team members.
  • Direct the daily operations of the customer service team.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
  • Responsible for the successful execution of Centinel platform initiatives and maintenance.
  • Identify and implement strategies to improve quality of service, productivity, and customer communication.
  • Manage Cardinal's knowledge base, for internal and external customer support documentation and troubleshooting guides on Centinel services.
  • Effectively respond to escalated customer service issues and ensure proper resolution.
  • Coordinate and execute processes with other departments including Technical Account Managers and Implementation.
  • Keep management informed of critical issues, strategic opportunities, and issue status.
  • Follow all established processes and procedures.
  • Ensure relevant information is effectively disseminated among the team members.

Requirements:

  • Minimum of a Bachelor's degree in business, management, computer science, or a related discipline.
  • In lieu of a degree, a high school diploma or equivalent with four or more years of related experience and/or training, or an equivalent combination of education and experience will be considered.
  • 3+ years of experience in the payment processing services industry.
  • 4+ years of experience leading people or projects.
  • Previous experience providing exceptional customer/client support.
  • Proven analytical and decision-making abilities.
  • Experience building and escalating customer relationships at all levels.
  • Basic understanding of the online payment ecosystem and the ability to positively position CardinalCommerce.
  • Organizational and troubleshooting skills.
  • Experience diagnosing, reporting, tracking, and resolving software issues.
  • Demonstrated software development and technical skills.
  • Experience working side by side with other departments and being a team player.
  • Ability to use MS Office products.
  • Ability to work in a virtual environment (i.e., solid time management and organization skills).

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