Technical Support Lead

Maverick Payments; Calabasas (CA); On-site; USD 83,097,000 - 100,289,000; Full time

Benefits offered by this job

Competitive salary and incentives

Health, vision, dental insurance

401K with 4% match

Paid time off

Career development

Team building events

Vibrant office culture

Job summary

Maverick Payments, based in Calabasas, CA, seeks a Technical Support Lead to deliver payments-related technical support and superior client experience across channels. You will triage, resolve, and document inquiries, while coaching junior teammates and improving processes.

The role focuses on setup of POS terminals, gateway integrations, and aiding Sales partners with equipment selections. A leadership mindset and payments industry background are valued.

Qualifications

• High school diploma or equivalent required.
• 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 handling and escalations; some leadership experience preferred.

Responsibilities

• Provide first-class customer service/support via telephone, email, chat, and other channels.
• Triage inbound inquiries, manage ticket priority, and escalate as needed.
• Maintain accurate records of inquiries and problems handled.
• Set up/configure POS terminals, pin pads, and value-added software and gateways.
• Assist Sales partners in adding equipment and services to merchant accounts.
• Provide technical support for setup issues, connectivity, and processing errors.
• Train clients and team members on POS system usage and best practices.
• Support onboarding of new Tech Support staff and mentoring peers.

Skills

Payments industry experience

Ticket handling

Terminal payment support

Leadership experience

Education

High school diploma or equivalent

ETA CPP Certification (preferred)

Some college or college degree (preferred)

Job description

Exciting Opportunities atMaverick Payments!

Join our fast-paced, growing company and further your career withMaverick 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 elevate 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 Calabasas, CA area.

Maverick Payments is an Equal Opportunity Employer.
Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.
Non-Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests.
Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.
Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.