Manager, Technical Support - Atlanta, Ga / Remote, Irl

Position Summary:

The Manager, Technical Support is responsible for leading a team that consists of Technical Support Specialists. The position provides day-to-day direction to their team and takes ownership of issues resolution. This manager is the escalation point for technical support inquiries for processor, gateway, POS, P2PE, Decryptx products and solution set ups required for these products to function. This position works directly with customers. The Manager, Technical Support produces KPI reporting and engages daily with Sales, Operations, Product, Development, and IT staff to ensure solutions are successfully established. This manager identifies and takes ownership to correct any items that hinder customer satisfaction, retention, and account growth.

Essential Duties and Responsibilities:

• Resolves POS gateway and software technical inquiries from merchants, partners, and internal teams.
• Works with the VP Solutions Engineering and Integrations continually improve the Technical Support team.
• Performs as the point of escalation for POS gateway and software service inquiries.
• Manages remote Technical Support team members based in the US and Ireland.
• Assists with all production issues as needed.
• Updates and maintains technical support training material, documentation, and knowledge base.
• Identifies, reports, troubleshoots, and resolves daily, technical production issues.
• Ability to work a flexible and on-call schedule as required.
• Trains and coaches Technical Support staff.
• Conducts research and troubleshoots issues for our partners and merchants on both internal and external systems.

Qualification Requirements:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 2+ years of group lead/management experience of SaaS based technical support team.
• Team player; results-driven, data-gathering problem solver.
• Preferred of two (2) years of technical support experience with basic HTML, JSON, XML knowledge
• Experience in managing remote/international teams.
• Excellent interpersonal skills and a collaborative work style.
• Experience with terminal management systems such as PAX’s PaxStore or Ingenico Estate Manager is preferred.
• Strong background and work experience in payment operations, specifically related to POS solutions including standalone terminals and ecommerce gateways.
• Must be proficient in Microsoft Excel, Word, Outlook, PowerPoint, and Salesforce.
• Excellent written and verbal communication skills
• Proactive individual who is results oriented.
• Basic knowledge of networks, the ability to read network diagrams, and network troubleshooting techniques such as ping, tracert, ipconfig, etc.
• Must be able to manage multiple projects at once in a fast paced, changing environment.
• Knowledge of data encryption protocols preferred.

Education Level:

Bachelor’s Degree or relevant work experience