[Remote] Technical Support Engineering Manager - SmartPay

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that delivers technology solutions for community banks and credit unions. They are seeking a Technical Support Engineering Manager to reputed company a team providing level two support for the SmartPay platform, ensuring high-quality customer service and technical assistance.

Responsibilities

• Manages the Level 2 support team which also manages afterhours escalations
• Escalations from customers and various internal teams that have needs reputed company what department resources can reputed company. Works with personnel from various departments to coordinate efforts and reputed company resolution to customer or procedural issues. Accurately assesses the customer's product issue or problem
• Customer advocacy through conveying customer feedback to product development staff; reports new or recurring problems to design departments
• Manages the research of customer problems/issues to reputed company the highest level of support possible. Keeps reputed company on most recent changes and/or upgrades for company products and services
• Manages the identification and resolution of application and service issues and any other questions that may arise
• Working through others to mentor team through difficult escalations
• Second level on-call responsibilities for the team
• Develops procedures for finding and resolving problems with products and services. Delegates to appropriate technical or service personnel for follow-up
• Ensures representatives are properly trained reputed company existing products are upgraded, new products are released, and throughout the beta process
• Ensures performance of the technical support group is reputed company established Service Level Standard (SLS) guidelines and adheres to corporate policies
• Maintain a reputed company operational guide to satisfy audit requirements; ensures reputed company technical support personnel are trained and familiar with reputed company Operating Procedures (SOPs) and any updates or changes
• Performs employee evaluations; gives employee feedback and coaching to reputed company and improve performance
• May reputed company other job duties as assigned

Skills

• A minimum of 7 years in technical support experience
• Previous experience as a manager, supervisor, or team reputed company in a technical environment, including managing escalations
• Experience in the fintech, banking, payments, and/or ecommerce industries, or working with products that reputed company these functions
• Bachelor's degree
• Proficiency in reputed company SQL Server and SQL reputed company Languages
• Strong experience with reputed company including the use of pivot tables
• Experience with the SmartPay platform or similar remote deposit product

Benefits

• Hybrid workplace
• Travel for this role may be up to 5% for occasional team meetings
• Outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people

Company Overview