Technical Support Manager
Midmetrics is a SAAS Fintech Chargeback Management Platform for Merchant Processing. We have built a web-based platform that enables our customers to manage enterprise level portfolios of merchant accounts with chargeback management solutions, and we are seeking a Technical Support Manager to help create an exceptional experience for our end users!
In this role, you will be transformed into a subject matter expert! This is a hands-on position with duties ranging from assisting customers with account onboarding, account changes to answering questions and troubleshooting. Attention to detail and amazing follow through are critical for this position.
What you need for this position:
- Extensive experience with Microsoft Excel and working with data files (CSV)
- Excellent communication skills on phone and email
- Experience managing support for technical based products and/or services
- Exceptional problem solving and process driven management skills
- Attention to detail a must!
What you'll be doing:
- Managing day to day customer support operations and tickets
- Training our customers in the use of our product and going the extra mile to ensure they succeed!
- Build and manage support via web-based videos and FAQ documents
- Drive programs for customer experience improvement
- Utilize customer support interactions for upsells and referral generation
- Relay support issues to development as necessary
- Recommend product improvements
What's in it for you:
- Work for a well-known and established company in the Merchant Processing sector
- Excellent compensation plan with generous benefits package
- Work alongside industry leaders and solid opportunity for growth
- Great office environment in the heart of downtown Santa Rosa
Must be authorized to work in the United States on a full-time basis for any employer. Clean background check is required.
Email resume and a brief cover letter to apply.