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Simpay · 5 hours ago

Technical Support Manager

Trevose, PA

Full-time

Onsite

Mid, Senior Level

5+ years exp

Simpay is dedicated to simplifying the lives of business owners by providing solutions that save time and money. They are seeking a Technical Support Manager to oversee support trends, manage team schedules, and ensure high-quality customer service across various technical support functions.

AppsFinancial ServicesMobile PaymentsPayments

Responsibilities

Monitor support trends and implement staffing schedules based on business needs

Oversee phone queues, ticket requests, and departmental emails to ensure availability across technical support, deployment, and shipping

Ensure coverage during weekends and holidays by managing team schedules

Review and adjust timecards for accuracy

Participate in planning, development, and execution of new customer, sales, and terminal product launches

Lead departmental meetings to prepare teams for supporting new equipment and services

Collaborate cross-functionally to ensure timely communication of updates and changes

Manage customer, sales, and operations escalation requests efficiently and effectively

Generate weekly, monthly, and quarterly reports on support metrics and team performance

Set and monitor team member performance goals; provide coaching and training to drive results

Oversee team performance for quality assurance and compliance with procedures

Conduct team meetings to communicate company policies, procedures, and product updates

Provide clear direction, feedback, and guidance to team members

Assist with monthly inventory, shipping, and receiving processes

Partner with the Director on personal and professional development goals

Oversee technical support functions in special projects and new product or company implementations

Identify process gaps, document procedures, and streamline workflows for efficiency

Collaborate with the sales team to maximize profitability, drive customer satisfaction, and support company growth

Qualification

Management experienceMerchant services knowledgeAnalytical skillsMicrosoft Office proficiencyCustomer service passionInterpersonal skillsStrategic thinkingIntegrityInitiative