Merchant Services - Terminal Technical Support Manager

At Simpay, our goal is to make the life of business owners simpler. We achieve this by providing our customers with solutions that save them time and money. Our products and services, backed by in-house support, include credit card processing terminals, payroll, insurance, and sales-building tools. We are excited to expand our growing team.

The Technical Support Manager position is responsible for the daily management of team members with an overall goal of providing quality and efficient service to merchants and sales. The position is responsible for assisting the director with development, procedures, scheduling, coaching, and training team members. Additionally, the Technical Support Manager will assist the Director with daily operations of the technical and service departments.

Duties and Responsibilities:

• Monitor trends, plan, and implement staffing schedules based on business needs.
• Monitor phone queues, ticket requests, and departmental emails to ensure continuous availability of the technical support team, which includes call support, deployment, and shipping departments.
• Monitor all aspects of the technical support team, including weekend/ holiday scheduling to ensure phone support coverage.
• Review the team members’ timecard and make necessary adjustments.
• Participates in the development, planning, and execution of any new customers, sales representatives, and product of new terminals.
• Conducts departmental meetings with the individual departments to ensure any new equipment can be supported through the technical support process.
• Collaborates with all departments to ensure updates and changes are communicated effectively.
• Efficiently and effectively manage escalation requests that come from the customer, sales representative, and/or operations.
• Generate and provide weekly, monthly, and quarterly reporting of technical support metrics to share with Director on the technical support workflow and team performance.
• Set individual team member goals to provide coaching and training in efforts to assist with achieving departmental goals for quarterly and annual performance reviews to identify salary increases.
• Oversee team members work for quality assurance and procedure compliance.
• Conduct team meetings and ensure timely communication of company policies, procedures, and products that relate to the department.
• Provide team members with direction, instructions, guidance, and listen to feedback.
• Assist with monthly inventory / shipping and receiving processes and procedures, as required.
• Works directly with the Director to establish personal and professional goals related to growth of the position.
• Responsible for overseeing the technical support function in special projects and new product/ company implementations.
• Identify process gaps to document and streamline for better efficiency to ensure they are documented and incorporated into the knowledge base.
• Collaborates with the sales team to maximize profitability, provide exceptional customer satisfaction, and meet our company growth plan.

Requirements

·         5 + years previous management experience in technical support in the merchant services payment processing space preferred.

·         Strong understanding of merchant services processing industry with respect to Visa/MasterCard and interchange knowledge.

·         Strong interpersonal and communication skills.

·         Enthusiastic about exceptional customer service, internal and external.

·         Elevated level of integrity, energy, initiative-taking, and goal oriented.

·         Solid analytical skills and ability to think strategically.

·         Proficient computer skills including Microsoft Office Products: Word and Excel.

Benefits

• Winning Culture (Top Workplaces 2022)
• No to low deductible healthcare plans
• Generous paid time off
• Charitable time off
• Casual dress office
• Frequent and fun company events
• 401k with 4% match
• A transparent and collaborative environment

Simpay is an Equal Opportunity Employer. Simpay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Employment with Simpay is "at-will." This means that if hired, you or the Company may terminate your employment at any time with or without notice or cause.