Technical Support Lead

• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintains 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.
• Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways.
• Assist Sales partners and merchants in adding equipment and services to merchant accounts.
• Assist Sales Partners in POS hardware and software selection based on client needs.
• Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors.
• Provide clients and team members with guidance and training on the use of POS systems.
• Assist 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.
• Assist with complex Chat Support issues for the Tech team.
• Deliver Gateway demonstrations upon request.
• Providing, sharing technical feedback and constructive training to the team to adhere to company policies and procedures.
• Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.
• Handling complex client escalations via telephone, email, chat, and any future channel.
• Exhibit 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 as assigned 

• 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

• 2 years’ experience in TSYS, Fiserv, acquiring or payment processing, ACH services, call center interfaces, merchant management CRM's, Gateways.
• Some college or college degree
• ETA CPP Certification

• 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 4% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs & Company Sponsored Events
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Maverick Payments is an Equal Opportunity Employer.