Technical Support Manager jobs in Brooklyn, NY

Merchant Industry is a leading nationwide merchant service provider. Our expertise extends to credit card processing solutions for businesses of all sizes and industries, serving a diverse clientele of over 20,000 merchants. Merchant Industry offers comprehensive services, including dual pricing card processing, surcharging programs, ISO sales agent programs, industry training, cash advance programs, and various equipment solutions such as POS systems, terminals, and virtual gateway equipment.

We are seeking an experienced POS Technical Support Manager to manage the customer facing POS team.

Job Duties and Responsibilities

• Oversee the day-to-day operations of the POS technical support team.
• Handle escalations to resolve merchants’ technical support issues relating to payment processing.
• Develop and implement efficient support processes and procedures.
• Handle escalations and ensure effective resolution of customer issues.
• Establish and monitor key performance indicators (KPIs) for the support team.
• Analyze metrics to identify trends and areas for improvement.
• Implement strategies to enhance overall team performance.
• Partner with support team based in India, coordinate joint training sessions.
• Build strong relationships with merchants and cross functional departments that work with the Operations team.

Qualifications and Experience

• 4 years’ experience in a POS technical support role with knowledge of payment processing systems and technologies.
• 2 years’ experience managing direct reports.
• Experience in managing direct reports or as a team lead
• Experience using a CRM and/or ticketing system
• Bachelor’s Degree in Business Administration or related field, or High School Diploma with equivalent experience
• Must be flexible, organized and have the ability to manage multiple priorities and meet strict deadlines
• Data Analytics / Excel experience a plus

This position offers a base salary in the range of USD $80,000-90,000 annually plus a comprehensive benefits package including:

• Medical/dental with choice between plans
• Flexible PTO
• Retirement benefits; 401k with up to 4% employer match
• Pretax commuter benefits

This position is located at our corporate headquarters in Long Island City, NY. Merchant Industry offers an innovative, collaborative culture where employees are encouraged to share ideas. We strive to promote from within and offer opportunities to learn and progress your career in a dynamic, fast-paced environment.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• Day shift
• Weekdays

Work Location: In person