Offer summary

Qualifications:

High school diploma or equivalent required., 2+ years of experience in call center or customer support roles, preferably in the card payment industry., Technical experience with POS terminals and payment processing is essential., Proficiency in Microsoft Suite and strong analytical skills are necessary..

Key responsibilities:

Provide first-class customer support via various communication channels.

Triage and manage customer inquiries, ensuring timely resolution of technical issues.

Assist in the setup and configuration of POS systems and provide training to clients and team members.

Handle complex client escalations and contribute to process improvements within the team.

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, on-boarding, customer support, information technology, and more.

About the Position:
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 escalate tickets accordingly.
Maintains an accurate and complete record of all inquiries and problems handled.
Absorbing and retaining a large quantity of departmental system, 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 delivering side by side training to new hires.
Aid with Chat Support 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.
Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
Other duties assigned.

Qualifications:

High school diploma or equivalent.
2+ Industry experience in call center or customer support related role.
2+ years 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.

Skills/Abilities:

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.

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 3% matching contribution.
Commitment to Career Development and Advancement.
Employee Recognition Programs
Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range: $30- $34/ hr. This position will consider remote work for candidates in the following states: AZ, CA (outside Los Angeles), CO, FL, GA, ID, IN, MA, MD, ME, NC, NJ, NV, NY, OH, PA, TN, TX, UT, VA, WA

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.

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