Maverick Payments · 1 day ago
Technical Support Lead
Calabasas, CA
Full-time
Onsite
Mid, Senior Level
$29/hr - $35/hr
2+ years expMaverick Payments is a family-owned and privately held full-service payment provider. The Technical Support Lead is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing.
E-CommerceFinancePayments
Responsibilities
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 systems, 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 leaders as well as assisting with onboarding Technical Support Representative I & II new hires, reviewing resource material and providing check-ins
Coaching and assisting in ensuring team members are adhering to and providing professional call handling and providing clear, concise and accurate information
Assist with complex Chat Support issues 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
Exhibit process improvements and innovation by offering suggestions to increase and enhance overall team performance
Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations
Other duties assigned
Qualification
Required
High school diploma or equivalent
2+ years payments industry experience in call center or customer support related role
2+ years' experience in payment processing, specifically terminal technical support
1 year in ticket inquiry handling, reconciliations, and handling support escalations
Some leadership experience
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
Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy
Ability to ensure that one's own and other's work and information are complete and accurate
The ability to carefully prepare for meetings and presentations
The ability to follow up with others to ensure that agreements and commitments have been fulfilled
Ability to support, promote, and ensure alignment with the organization's vision and values
The ability to understand how an organization must change considering internal and external trends and influences
Ability to focus personal efforts on achieving results consistent with the organization's objectives
Lead by example and pose self-awareness
Ability to prevent, manage, and /or resolve conflict
Benefits
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!
Company
Maverick Payments
Technology-focused full-service payment processor.
201-500 employees
H1B Sponsorship
Maverick Payments has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (2)
Funding
Current Stage
Growth StageLeadership Team
A
Alan Griefer
CEO
B
Ben Griefer
Chief Operating Officer
Recent News
2026-01-05
2025-12-30
2025-12-19
Company data provided by crunchbase