Job Details


Operations


Technical Support Manager  Chicago, IL  Posted: 5/28/2019
Job Description

Job ID#:

2343

Job Category:

Operations


Details:

Job Summary:
The Technical Relationship Manager supports agent relationships, in addition to coordinating with other departments. You work primarily with newly established and existing relationships but may also consult on pre-sales situations. The position also requires data entry, forms processing, analysis and extreme attention to detail. Must be able to communicate accurately, professionally and compassionately with agents, clients, banks, partners, vendors and fellow team members daily. The position requires the ability to work independently with minimum supervision, to multi-task, prioritize, and use judgment within broadly defined policies and practices.

Duties: (included but not limited to)
• Act as a technical liaison between agents, clients, internal departments, vendors, and software partners
o Troubleshoot and resolve technical issues with multiple payment processing systems and bank systems
o Train agents/clients on gateways, ISV integrations, and stand-alone terminals
o Communicate partner/clients updates and feedback to internal departments to maintain documentation related to “best practices”
o Provide technical subject matter expert support for marketing outreach efforts
o Provide written and verbal guidance and manage the client relationship
o Clarify and proactively manage client expectations
o Utilize internal client tracking tools and maintain accurate records of client correspondence
o Possess the ability to travel to visit clients or attend conferences/tradeshows, if required

• Support Sales
o Answer or coordinate the answer to Sale reps’ questions in a timely manner
o Assist in technical aspects of pre-sales consultations
• Project management
• Additional cases, tasks, duties and projects as assigned

Requirements:
• Experience with POS devices, supporting software or payment gateway products or similar technical experience
• Credit card PCI and PA-DSS Security experience desired
• Technical expertise in both payment gateways and payment processing preferred
• Possess infallible follow-up skills
• Ability to interpret data and processes, and determine priorities based on changing company demands and client situations
• Excellent computer skills (Internet, Excel, Word, Outlook)

 
Job Requirements



 

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