Technical Support

Manager 

Job Description

JOB SUMMARY:

The Technical Support Manager is responsible for the overall Customer Experience with International Bancard as it pertains to technical support and deployment functions.  The Technical Support Manager is responsible for planning, executing, and evaluating their team, processes and process improvements on an on-going basis, building a first in class customer experience with each interaction.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Ongoing mentoring, support, and training of the Technical Support and Deployment team(s).

  • In conjunction with the Implementation manager; oversee the process and efficiencies of the deployment area.

  • Back up the Implementations manager in managing and maintaining the systems that allow smooth functionality for the operations and sales group for deployments, downloads, installs etc. Including but not limited to the download server, software upgrades, etc.

  • Cross train team members on Terminal Product Matrices.

  • Perform call reviews and quality control checks for all team members on a regular basis.

  • Develop and maintain performance standards and metrics for self and team members.

  • Provide on-going coaching, motivating and mentoring of all team members throughout the organization as it pertains to terminal related products and services to enhance International Bancard within the marketplace.

  • Specify market requirements on terminal products such as future enhancements needed.

  • Become a Subject Matter Expert on Terminal related Industry Requirements including but not limited to: EMV, Terminal Certification, etc.

  • Creating the work schedule for flex shifts (After Hours) & confirm shift is being worked

  • Assist in escalated merchant needs, ensuring the best results and satisfaction

  • Review and manage inventories.  Request Purchase Orders, suggest ways to reduce/consolidate inventory, be the primary contact with 3rd party inventory providers.

  • Track and log all calls using a call ticketing system with good detailed notes.

  • Work effectively with executive and management teams to ensure consistent execution of corporate strategy and to support an atmosphere of teamwork at all times.

  • Drive Process Improvements finding root causes of issues; developing and deploying new and/or improved policies and procedures that drive positive change.

  • Works continually towards self-development to stay current on service and supervisory procedures and practices.

  • Participate in external meetings with strategic partners, VARS, Banks, clients and referral sources as required.

  • Provide weekly, monthly and quarterly reporting to VP of Operations regarding status of areas of responsibility indicating any roadblocks or needs that arise.

  • Ensure adherence to company policies and procedures, including attendance, by leading by example.

  • Maintains and updates contact information in our proprietary Customer Relationship Management system, Passport, daily, on clients.

  • Employee must comply with all International Bancard Merchant Program Standards, Reporting, Card Issuing Bank Rules and Merchant Service Level Agreements.

  • Other duties as requested and assigned.

REQUIRED EDUCATION, TRAINING and/or EXPERIENCE:

  1.    A minimum of 2 years customer support experience required.

  2.    2-4 years of Management experience

  3.    A minimum of 2 years payment processing industry experience preferred.

  4.    Experienced with HR type functions such as corrective actions, performance reviews and interviewing

  5.    Coaching / Training abilities

  6.    Bachelor’s degree preferred.

  7.    Proficient computer skills including Microsoft Office Products: Word, Excel, and Power Point

If you are a highly energetic, passionate person who believes in doing the right thing and building relationships for life, then IB is the culture for you!  Send us your resume today! 

Job Snapshot

  • Employee Type: Full-Time

  • Location: Detroit, MI

  • Job Type: Tech Support Management - Operations

  • Experience: 2-4 years 

Please submit your resume to begin your job search today!

Please submit your current resume and salary history to careers@intlbancard.com. Once submitted one of our recruiters will contact you to advance with the recruitment process.

© 2020 International Bancard   |   International Bancard is an Equal Opportunity Employer.

To learn more about International Bancard and its services, visit InternationalBancard.com