Technical Support Manager

Who we are:

Aurora Payments is a united network of processing, technology, and payment solutions. Over the years, we have grown to capture a significant portion of nationwide market-share in various specific industries due to our superior rates and services. Our Client and Partners’ success drives our team to provide the best quality products, customer service, and technical support in the industry. Our goal is to help businesses of all sizes grow their revenue streams and increase efficiency through secure and compliant payment processing.

We are a leading payment services and solutions organization headquartered in Las Vegas, Nevada, with 22,000 merchants and $10 billion in annual processing. Visit www.risewithaurora.com to learn more about us.

The Opportunity:

The Technical Support Manager is responsible for overseeing the day-to-day operations of our Technical Support Team’s that operates out of multiple locations as well as providing onsite support for the broader Operations Team that resides in Las Vegas. A strong candidate must be able to manage workflow against tight service level agreements, monitor call and email volumes to ensure that the team satisfies merchants/agents needs while maintaining an excellent image for the company. The Manager must be able to engage and develop the staff while driving processes and improvements that exceed our clients’ Technical Support expectations.

In this role, Aurora Payments is looking for an experienced individual in Merchant Services that understands both the technical and people side business. We are looking for someone with experience with ISV and gateway integrations that can also address technical issues relating to terminal function and upgrades.

Prefer someone who has 3+ years merchant service or related industry experience. Additional responsibilities listed below.

The Responsibilities:

Act as the team leader and liaison for both internal Operations teams, interdepartmental teams, and external Aurora departments during integration efforts.

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  Assist with third party and vendor relationships
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  Manage hardware and software installation, upgrades, and troubleshooting
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  Effectively oversee equipment inventory and billing
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  Familiarity with procedures and functions for all supported terminals
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  Oversee complete wireless activations and issue Datawire id’s
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  Provide support for mobile applications
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  Work with merchants to identify and resolve issues
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  Able to train and inspire a team in a fast-paced and high-growth environment
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  Oversee day-to-day operations of the Las Vegas Operations Team
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  Effectively manage a Technical Support Team across multiple locations
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  Assist in project and process management efforts

About you:

You are looking for a career with room to grow and the training that will set you up for success. You like to drive added value for our team via coordination of Ops team efforts to meet our clients’ needs, bringing clarity on requests and solutions, helping to design and inspire the best solutions.

What we offer:

• Health, Dental, Vision Insurance
• Paid Holidays
• 401(k) Plan
• Small, collaborative teams where you can impact both outcome and culture
• In-office and off-site team building events
• Company outings
• Catered lunches

QUALIFICATIONS:

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  3+ years previous experience working in merchant services or related industry technical support role
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  1-2 years’ minimum experience in a manager to team leadership role
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  Understanding of basic terminals supported by First Data or TSYS
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  Excellent written and verbal communication skills
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  Ability to multi-task, prioritize, and manage time effectively
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  Customer service and/or support experience
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  Strong management and team development skills
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  Proven record driving teams and processes forward