Payroc is seeking a hands-on and technically skilled Technical Support Manager to lead our PayrocPOS support operations and help deliver an exceptional experience to merchants, partners, and internal stakeholders.
Requirements
- Manage Technical Support Team: Supervise day-to-day operations of the PayrocPOS technical support team; mentor, coach, and develop team members.
- Advanced Troubleshooting: Serve as an escalation point for complex POS system issues, including hardware, software, and network configurations.
- System Debugging: Analyze logs, isolate root causes, and provide actionable insights to development and QA teams for issue resolution.
- POS Testing Oversight: Collaborate with QA and product teams to develop and execute comprehensive test plans for new POS features, integrations, and releases.
- Customer Experience: Ensure timely, high-quality technical support delivery to merchants, partners, and internal stakeholders.
- Process Improvement: Identify trends, drive process enhancements, and implement best practices for support workflows, documentation, and incident response.
- Cross-Functional Collaboration: Act as a key liaison between product management, engineering, and sales to ensure product readiness and customer satisfaction.
- Data & Metrics: Monitor and report on KPIs, SLAs, and team performance metrics to senior leadership.
Benefits
- Comprehensive range of benefits to support your overall well-being
- Medical coverage
- Financial benefits
- Wellness support tailored to your needs
