Tech Support Team Lead (Remote)

Fun, innovative, game-changing, and reputable full-service merchant service industry experts seeking a detail-oriented, creative, and organized Tech Support Team Lead. As the Team Lead, you will be responsible for guiding and mentoring a team of Tech Support Specialists, ensuring they provide top-notch support to our clients and helping to streamline our processes.

(Note: This job ad is detailed because we love our company, and we want to ensure all candidates understand our unique approach to doing business. Please work just as hard on your cover letter as we did writing this ad. The effort you put into applying for this position shows us you are the right person for RedFynn. COVER LETTERS AND RESUMES ARE READ, AND DO MATTER.)

Required Experience (Highly Preferred):

• 3+ years of experience in the merchant services industry (or a related industry).
• 2+ years of experience in a leadership or supervisory role within a technical support environment.
• Knowledge of processing platforms – TSYS, FD, etc.
• Knowledge of different hardware brands – PAX, Dejavoo, etc.
• Familiarity with various pricing structures in the merchant services industry – Interchange +, Tiered, Flat Rate, Cash Discount, Tender-Based Pricing, Surcharge, etc.
• Experience troubleshooting device errors (PAX and Dejavoo).
• Experience using PAXStore and STEAM for programming devices.
• Knowledge of programming and back-end restaurant software, retail software, and ecommerce configurations for POS systems ecommerce platforms (e.g., Clover, Retailcloud, Micros, Shopify, Woocommerce).
• Functional knowledge of iOS operating systems, Google Applications, Adobe, and phone systems.
• Ability to work with both technical and nontechnical personnel to solve network, software, hardware, payment processing, and other related issues.
• Understanding of and ability to troubleshoot issues related to clients’ local networks.
• Ability to work independently with limited supervision – this is a 100% remote position.
• Willingness to be on call and work more than 8 hours per day if necessary.

Preferred Experience:

• Experience in network administration/maintenance and user technical support and troubleshooting.
• Proven leadership skills, with the ability to inspire and motivate a team.
• Experience in developing and implementing training programs for technical support teams.
• Demonstrated ability to manage team performance and provide constructive feedback.

Job Responsibilities:

• Lead and mentor a team of Tech Support Specialists, providing guidance and support to ensure high-quality service.
• Process inbound calls to the point of resolution, including customer inquiries, complaints, requests for technical support, and customer account information.
• Update terminal files in estate management software.
• Process inbound emails to the point of resolution (e.g., issues with terminals, status of deployment, error messages).
• Quickly troubleshoot hardware and software issues; ability to troubleshoot issues remotely.
• Provide escalation assistance to our merchants and partners regarding issues related to their hardware and software.
• Adapt and effectively utilize various internal computer applications.
• Take ownership of problems and see them through to conclusion, ensuring our partners and merchants receive quality customer service every step of the way.
• Develop and implement training programs for the Tech Support team.
• Identify and suggest process improvements for technical support and deployment.
• Coordinate and manage team schedules to ensure adequate coverage for support requests.
• Monitor team performance and provide regular feedback to encourage professional development.

Skills Needed:

• Strong leadership and team management skills.
• Attention to detail as it relates to supporting our merchants and partners.
• Ability to work well in a fast-paced environment while maintaining precision in daily activities.
• Excellent communication skills, with the ability to convey technical information clearly and respectfully.
• Proficiency with Apple operating systems (Mac/iOS), Google Applications, Adobe, and phone systems.
• Ability to navigate multiple system interfaces to handle inbound and outbound calls and correspondence for our merchants and partners.
• Out-of-the-box thinker who is willing to contribute ideas for process improvement in Technical Support and Deployment.

RedFynn’s Core Values:

• We passionately advocate for our clients
• We are family.
• We have synergy.
• We innovate and invest in improvement.
• We do details.
• We do the right thing.
• We have fun.
• We approach challenges with optimism.

About RedFynn Technologies:

RedFynn has grown to become one of the most well respected, full-service business solutions providers in the US. We are a nationwide company, with several merchant services Partners we service throughout the US. We are currently in need of qualified and enthusiastic talent to join our value driven team of champion professionals.

At RedFynn our people come first. Having the best people and an unbreakable company culture is what allows us to consistently deliver a celebrity status Partner and client experience. The right candidate must be passionate about small business and aligned with our core values. Do not apply if you are not passionate about small business and/or 100% confident you can live and breathe our core values everyday.