Technical Support Lead

maverickpayments; Calabasas (CA); On-site; USD 40,000 - 48,000; Full time

Benefits offered by this job

Competitive Salary

Health, Vision, Dental

401K with 4% match

Paid time off

Job summary

Maverick Payments in Calabasas, CA, is seeking a Technical Support Lead to deliver payments-related technical support and ensure exceptional client experience across all channels.

The role requires 2+ years in payments tech support, experience in call-center environments, and some leadership exposure. On-site work in Calabasas with competitive salary, benefits, and career growth opportunities are offered.

Qualifications

• 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

Responsibilities

• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications and elevate tickets as needed.
• Maintain accurate records of inquiries and problems handled.
• 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.
• Provide technical support and troubleshooting for setup issues, connection issues, and research processing errors.
• Coach and assist team members to ensure proper call handling and information accuracy.
• Deliver gateway demonstrations upon request.

Skills

Payments experience

Call center

Leadership

Terminal support

Education

High school diploma

Tools

TSYS

Fiserv

Gateways

Job description

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, onboarding, 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.