As a Payments Support Lead you are responsible for supporting with matters relating to both technical and nontechnical customer support via Service Now, phone, email, and chat within a technology call center environment. You must ensure that service levels are achieved in line with SLA’s, contracts and that customers’ expectations are met or exceeded.
This role also includes responsibility for overseeing the day-to-day operations of the Payments back-end and front-end support teams to ensure service level targets are met and that team processes are documented and accurate. This position has direct management responsibilities.
Must be adaptable to performing under frequent stressful conditions when confronted with an emergency and may be required to work overtime, shift work, variable work schedules, and be on-call 24-hours a day.
Job Responsibilities/ Accountabilities:
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