Technical Support Supervisor

Maverick Payments•Calabasas, CA

3d•$64,000 - $74,000•Onsite

About The Position

Under the direction of the Manager, the Technical Support Supervisor is responsible for day-to-day supervision responsibilities in payments related to technical support services. The Technical Support Supervisor ensures superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction. Provide and assist with the day-to-day workload of all Technical Support Team. Assign and delegate daily team tasks/projects to ensure they are performed accurately, professionally and in a timely manner. Provide and assist team members with setup/configurations and downloads for POS terminals and pin pads, value-added software, and online payment gateways. Assist and educate Sales, Partners, merchants and team in adding equipment and services to merchant accounts. Assist and educate Sales, Partners in POS hardware and software selection based on client needs. Responsible for the daily performance of the department including the onsite and remote teams. Ensures the department is providing and demonstrating first-class customer service/support via telephone, email, chat, and any future channel. Ensure daily service level reporting is delivered to department leadership. Ensuring optimal service levels in all aspects related to supporting merchants, partners and internal management staff. Monitor customer communications via calls/email/tickets/escalations and ensure workload balance, within department team members to adhere to predetermined SLA’s while ensuring proper etiquette and professionalism is used in every communication. Oversee the process of team members creating an accurate and complete record of all inquiries and issues handled. Providing coaching and feedback and constructive training to team members to ensure adherence to company policies, procedures and customer satisfaction. Exercising independent judgment, discretion and decision making related to department escalations and responsibilities as directed by leadership. Planning for department meetings to discuss enhancements, procedures, product releases and training needs. Ensuring team members are adhering to card brand compliance rules and regulations in addition to all company policies for the security and integrity of sensitive information. Monitoring team member phone calls to ensure company protocol is being followed and ensuring customer satisfaction. A subject matter expert in escalated matters and suggests remedies and may escalate to leadership when necessary. Sharing knowledge gained and supporting team, peers and leaders, as well as ensuring proper onboarding and training including dashboard demonstration, ticket and phone call side-by-side coaching, reviewing resource materials. May deliver new policies and procedures as approved by leadership. Leading specialized and complex projects on an as-needed basis as directed by Executive team. Meeting with company leadership and management teams to discuss departmental project needs and other business-related matters. Collaboration with outside departments for company driven initiatives. Other duties assigned.

Requirements

High school diploma or equivalent.
3+ years of relevant Customer support experience.
2-3 years of payment processing industry related experience in, specifically Merchant Success.
2+ years handling ticket inquiries, reconciliations, and handling support escalations.
1 year in a role of leadership capacity.
Experience in TSYS mreports, ACH services, call center interfaces, and merchant management CRM's,
Proficiency with Microsoft Suite
Knowledgeable in point-of-sale systems and related peripherals.
Applicable TSYS knowledge.
Proficiency with Microsoft Suite and navigating client inquiries via ticketing systems to lead inquiries toward resolution.
Demonstrates critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations
Ability to prepare professional drafted email communications and responses.
Ability to listen to others and communicate in an effective manner.
Ability to identify, analyze and deescalate difficult situations.
Ability to clearly communicate technical related directions in verbal and written form.
Displays active listening skills, empathy and solutions to all our client base, peers and team.
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 is perceived as responsible, reliable, and trustworthy.
Ability to ensure that one's own and other's work and information are complete and accurate.
Ability to carefully prepare for meetings, presentations and training delivery.
Ability to suggest and communicate additional recommendations for improvement of departmental process and procedures.
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.
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.
Ability to prevent, manage, and /or resolve conflict.

Responsibilities

Provide and assist with the day-to-day workload of all Technical Support Team.
Assign and delegate daily team tasks/projects
Provide and assist team members with setup/configurations and downloads for POS terminals and pin pads, value-added software, and online payment gateways.
Assist and educate Sales, Partners, merchants and team in adding equipment and services to merchant accounts.
Assist and educate Sales, Partners in POS hardware and software selection based on client needs.
Responsible for the daily performance of the department including the onsite and remote teams.
Ensure daily service level reporting is delivered to department leadership.
Ensuring optimal service levels in all aspects related to supporting merchants, partners and internal management staff.
Monitor customer communications via calls/email/tickets/escalations
Oversee the process of team members creating an accurate and complete record of all inquiries and issues handled.
Providing coaching and feedback and constructive training to team members
Exercising independent judgment, discretion and decision making related to department escalations and responsibilities as directed by leadership.
Planning for department meetings to discuss enhancements, procedures, product releases and training needs.
Ensuring team members are adhering to card brand compliance rules and regulations
Monitoring team member phone calls
Sharing knowledge gained and supporting team, peers and leaders, as well as ensuring proper onboarding and training
May deliver new policies and procedures as approved by leadership.
Leading specialized and complex projects on an as-needed basis as directed by Executive team.
Meeting with company leadership and management teams to discuss departmental project needs and other business-related matters.
Collaboration with outside departments for company driven initiatives.
Other duties assigned.

Benefits

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!

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