Verifi, Inc., a Visa Company, iscurrently hiring for a dynamic and collaborative Team Lead, Production Support!
This position is responsible for supervising the production support team to address technical issues experienced by clients across all Verifi products and using multiple communication channels. The Team Lead, Production Support provides direct oversight, leadership, guidance and direction to the assigned technical support staff aimed at providing a great client experience in accordance with established service level agreements, as well as productivity, quality and customer satisfaction metrics. In addition, the role will consult or advise on the progression of the support service requests being worked by members of the team and may assume responsibility for internal and external communications on escalated and/or otherwise sensitive customer situations.
The role will also assist in the mentoring and/or on-boarding of individual contributors. You will supervise all facets of client retention (CRM), including participating in the resolution of client concerns and defining and developing a client contact strategy. You will also provide direct supervision to other support personnel in your group.
At Verifi, you will be part of a dynamic environment that embraces interdepartmental collaboration, fuels creativity, and provides you with an opportunity to take ownership and play an intricate part in our company's success.
You will work alongside the brightest and most remarkable individuals in the industry and you will have an immediate impact on our innovative and disruptive position in the payments space. And you will do all this while challenging your career, giving back to the community, and creating new friendships.
Join Verifi and you join the leading provider of solutions in the eCommerce marketplace for payment and risk management.
PRIMARY DUTIES AND RESPONSIBILITIES:
Resource Management
Supervises full-time Product Support staff
Manages priorities for day-to-day tasks
Provide leadership and supervision to technical support staff through selection, performance management, developing, mentoring, coaching, and overseeing daily operations.
Support and manage goals, processes, and business OKR's regarding the performance of team in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution
Continuously identify areas for improvement in the areas of knowledge, process and employee soft skills
Establish themselves and their team as a subject matter expert on our products
Product Support
Responsible for product support tickets for all clients, including key clients
Handles non-standard authentication requests
Assists product support team, RM's, and sales team with answers to complex technical questions
Addresses and diffuses any client complaints
Provides client feedback about products to the appropriate departments
Build relationships and address opportunities cross-functionally with Product, Sales, Technology and Client Relations, and take ownership of opportunities to improve the client experience, including escalations
Required qualifications include:
Bachelor's degree, or higher in a related field or equivalent work experience
At least 4 years' experience in a troubleshooting/technical support role
At least 2 year of experience in a managerial role
Background in customer service or technical support
Understanding of API, JavaScript, CSS and integrations (required)
Outstanding organizational skills and meticulous eye for detail
Ability to understand and determine root cause and propose effective solutions
Excellent presentation and online demonstration skills
Prior experience collaborating with technology or product on technical issues related to the product lines, demonstrating urgency and solution delivery,
Demonstrated ability to provide technical leadership in technical support scenarios
Strong technical writing skills
In-depth knowledge in data management and delivery
Additional preferred qualifications include:
Working knowledge of help desk ticketing systems and Salesforce
Working knowledge of bug tracking/project management systems
Troubleshooting problems with JSON requests
In-depth knowledge in web authentication and SSO Integration
We are located in Los Angeles and offer:
Dynamic, stimulating, and open environment with opportunity for personal development.
Medical, Dental, Vision, and Life Insurance.
401k w/ match, Paid Time Off, and Paid Holidays.
Paid parking and complimentary food.
Socially conscious and community-oriented company.
Energized employment filled with activities and events.
Competitive Base Salary, plus bonus
Please note, Verifi is located in Los Angeles, however at present is in a work from home environment
