Technical Support Lead - (CA)

Exciting Opportunities at Maverick Payments!

Join our fast-paced, growing company and further your career with Maverick Payments, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers!

About Us:

Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO’s and ISV’s, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, on-boarding, customer support, information technology, and more.

About the Position:Under the direction of 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.

• 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

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

Preferred:

• 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

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 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!

Pay Range: $29 – 35/hr.This position will consider candidates to report on site in the Los Angeles area.