Integrated Solutions Team Lead

Electronic Merchant Systems (EMS) is one of the nation’s largest independently owned bankcard processing companies. In business since 1987, Electronic Merchant Systems is a credit card processing company with a national presence and our Corporate Headquarters in Downtown Cleveland, Ohio. EMS facilitates businesses big or small with the ability to accept all major credit and debit card brands. In addition to offering the ability to accept major credit cards as payment we also offer loyalty and gift, and check processing programs utilizing various processing solutions to meet market demands.

Summary:

EMS is currently seeking a POS/Software Systems Technician Team Lead at our headquarters in Cleveland, Ohio. The role of a Team Lead demands a person who has strong leadership, loves to work with clients by phone, a knack for technical troubleshooting, and a commitment to learning and expanding on professional, industry and technical knowledge. Some on-call hours will be required for this position. The Team Lead oversees a small team of POS Support Technicians and File Builders.

Required Duties and Responsibilities:

• Respond to merchant inquiries via phone and e-mail.
• Provide merchant support and technical issue resolution on Point-of-Sale systems and applications.
• Perform maintenance and modification of various Point-of-Sale and software systems.
• Perform maintenance and modification of merchant gateway accounts using partner interfaces.
• Provide remote installation and training to new merchant accounts for various Integrated/POS Software solutions.
• Set-up, repair, deploy and reprogram Point-of-Sale equipment and/or software.
• Conduct and control remote training sessions utilizing TeamViewer, or other remote/web-conferencing applications.
• Pre-Sales support of Point-of-Sale, middleware, and other related products and services with internal clients, sales and vendor partners.
• Utilization of several different software and web-based systems
• Downloading, troubleshooting and training of stand-alone credit card terminals.
• Report, track and help analyze technical problems and issues associated with EMS products or services.
• Participate in ongoing product and services training and effectively cross-train team members.

Essential Skills and Experience:

• Professional IT certifications, or one year of experience in a remote technical helpdesk role.
• Experience with and the ability to install and troubleshoot operating systems such as: Windows, Android and iOS.
• Ability to self-manage and prioritize workload, meet required deadlines and manage multiple KEY accounts.
• Must be able to create, modify and complete Business Requirement Documents.
• Ability to adapt in a dynamic industry and work in a fast paced office.
• Ability to maintain productive relationships with third party providers and value added resellers
• Demonstrate effective problem solving skills

Nice to have Skills and Experience:

• Prior history and experience working in restaurant/bar hospitality industry.
• Associate’s Degree in a related field or two years of experience in a remote technical helpdesk environment or deploying POS/Software systems and software.
• Prior experience in Merchant Services, Electronic Payments Industry or with a leading POS/Software vendor.
• Applicable work experience with point of sale systems.
• Understanding and ability to demonstrate knowledge of relevant technologies such as IP Networks/Topologies, Network Security, Firewalls and Databases.
• Ability to communicate with internal staff and clients
• Ability to collaborate in a team environment
• Proven leadership skills

Job Benefits:

• 40 hours per week
• On the job training program
• 401K, Medical, Dental, Vision available after 90 days
• Casual business dress code

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person