Technical Support Specialist

About Us:

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!

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.

Under the direction of the Technical Support Manager, the Technical Support Specialist 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 elevate tickets accordingly.
• Maintain an accurate and complete record of all inquiries and problems handled.
• Absorb and retain a large quantity of departmental system, policy and procedure knowledge.
• Utilize 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.
• Retain and share knowledge gained by supporting peers and delivering side-by-side training to new hires.
• Aid with Chat Support for the Tech team.
• Deliver Gateway demonstrations upon request.
• Provide and share technical feedback and constructive training to the team to adhere to company policies and procedures.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handle complex client escalations via telephone, email, chat and any future channel.
• Be open to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Use critical thinking to strategically eliminate barriers and offer additional solutions to overcome challenging situations.
• Perform other duties as assigned.

• High school diploma or equivalent.
• 2+ years of industry experience in call center or customer support related role.
• 2+ years in card payment industry or payment processing with POS terminal technical experience.
• Experience in TSYS, Fiserv, acquiring or payment processing, ACH services, call center interfaces, merchant management CRM's, Gateways preferred.
• Experience in call center environments in the payments industry preferred.

• Proficiency with Microsoft Suite.
• Knowledgeable in point-of-sale systems and related peripherals.
• Applicable TSYS knowledge.
• Experience in call center environments.
• Ability to listen to others and communicate in an effective manner.
• Ability to clearly communicate technical related directions in verbal and written form.
• Possesses strong analytical and research skills with strong attention to detail.
• Ability to work autonomously while producing a high output of quality work.

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance…