Technical Support Supervisor

Constellation Payment Processing

Sep 08, 2017

Website :

Location :

Hatboro, PA

Job Type :

Full Time

Company Description :

Constellation Payments (CPP) was created to assist Constellation owned companies with their payment processing needs.  CPP offers a fully featured payment gateway platform along with merchant and ACH services internationally.  
Constellation Payments is a wholly-owned subsidiary of Jonas Software.  Jonas Software is the valued technology partner of over 50,000 customers worldwide in more than 30 countries.  Jonas employs over 1,600 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

Job Description :

We are looking for a Technical Support Supervisor to lead a team of technical support analysts to deliver courteous, professional, and timely support to our channel partners and merchants assisting them with range of technical issues related to payment processing and terminal hardware via phone, email, web or on-site. The Technical Support Supervisor will be responsible for managing the daily operations of our technical support department, managing our SLAs ensuring timely issue resolution, implementing and measuring the effectiveness of processes or operational policies, and leading a team to providing stellar service and support. The ideal candidate is a hands-on leader who is technically savvy, team-focused, resourceful, attentive to detail, and a creative problem solver.

  • Troubleshoot customer support cases in a timely manner – meeting and exceeding SLA’s
  • Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer
  • Keep clients informed of progression with issues and provide follow up as necessary
  • Collaborate with other departments or offices as necessary to expedite resolutions
  • Promote and maintain a high quality, professional, service-oriented company image among clients
  • Organize and distribute workloads to the team.
  • Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal and external knowledge base
  • Serve as a subject matter expert for channel partners and merchants with regards to Constellation Payments integrations, platform and merchant experience.
  • Serve as a point of escalation for complex issues that are reported by internal and external stakeholders related to integrated solutions. Assisting in their resolution by owning and tracking the issue to resolution. 
  • Work with development and networking teams to resolve complex issues.  
  • Engage in complex problem solving with key internal stakeholders as well as key external stakeholders
  • Serve as a liaison between the stakeholders, technical support team and development team to solve issues for partner integrations in a timely efficient manner.
  • Utilize forward thinking to implement creative ways to improve customer relationships.
  • On a daily basis by work on customer issues, providing guidance on possible strategies to take, and stay in tune with the active Partner projects
  • Regularly contact Partners to ensure their support needs are being met and no open issues remain
  • Maintain knowledge and expertise of enhancements and new functionality implemented within the payment processing platform.
  • Responsible for training new employees and/or retraining functions for technical support team
  • Lead, coach and motivate team of employees to consistently meet and/or exceed daily, weekly and monthly call center objectives.
  • Responsible for disciplinary action and employee performance reviews
  • Perform Quality Assurance Observations for team members and provide feedback
  • Evaluate departmental processes ensuring efficiency and effectiveness.
  • Suggest and implement changes that improves department’s efficiency. 
  • Ability to create a culture of empathetic, patient, knowledgeable, efficient, and gracious employees who serve our customers and exceed expectations
  • BA/BS in technical field of study or a related field or 3-5 years’ experience in a management role in a technical or software support environment.
  • Experience leading a team to achieve departmental and company objectives.
  • Excellent interpersonal, written, typing and oral communication skills
  • Ability to motivate others, use good teamwork skills; including development of inter-departmental relationships
  • Ability to make complex decisions.
  • Strong customer service skills working with both internal and external customers.
  • Ability to quickly learn and navigate through multiple systems
  • Strong work ethic and self-starter, able to work effectively in a fast paced call center environment
  • Strong knowledge of PC hardware/software and familiarity with data products and services
  • Strong knowledge of Microsoft Suite products (Excel, Word, Outlook, PowerPoint, etc)
  • Ability to analyze and reconcile data of a complex nature from multiple sources.
  • Knowledge and experience of SQL, IIS and web based applications
  • Experience of database integrations to third party is desirable
  • Excellent technical understanding of the basic IT systems including databases and networks
  • Proficient in database queries
  • Experience working with APIs in various technology environments
  • Experience based “Issue Resolution” skills that facilitate dialogue across all levels of a business including the c-suite
  • Payments industry experience a major plus- technical experience within the payment industry with card-not-present payment and/or risk management systems is strongly preferred
  • Strong personal desire to improve and expand industry-related knowledge
  • Excellent written and verbal communication skills, interpersonal and presentation skills and the proven ability to influence and communicate effectively
  • Confident speaker with ability to present, interact, and connect with executives, engineers and other technical contacts
  • Excellent facilitator and moderator with strong analytical, research, troubleshooting and problem solving skills
  • Natural ability to understand and articulate complex concepts in a clear and concise manner
  • Strong organization skills including resolution management and follow up
  • An ability to travel up to 20% (as required)

Is This You?

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“An Equal Opportunity Employer”