The Role
Leads a team supporting merchants with POS systems, software, payment terminals, gateway accounts, installations, troubleshooting, repairs, training, and technical issue resolution. Provides phone and email support, remote deployments, pre-sales assistance, documentation, and problem analysis. Maintains vendor relationships, supports key accounts, participates in ongoing training, and cross-trains team members. The position requires occasional on-call availability and is performed in person in Cleveland, Ohio.
Summary Generated by Built In
Kurv 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 Kurv 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
Skills Required
- Professional IT certification or at least one year of remote technical helpdesk experience
- Experience installing and troubleshooting Windows, Android, and iOS operating systems
- Ability to self-manage, prioritize workloads, meet deadlines, and manage multiple key accounts
- Ability to create, modify, and complete Business Requirement Documents
- Ability to adapt to a dynamic, fast-paced work environment
- Ability to maintain productive relationships with third-party providers and value-added resellers
- Effective problem-solving skills
- Prior restaurant or bar hospitality experience
- Associate's degree in a related field or two years of remote technical helpdesk, POS deployment, or software systems experience
- Experience in merchant services, the electronic payments industry, or with a leading POS/software vendor
- Point-of-sale systems experience
- Knowledge of IP networks, network topologies, network security, firewalls, and databases
- Ability to communicate effectively with internal staff and clients
- Ability to collaborate in a team environment
- Proven leadership skills
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The Company
What We Do
Kurv is redefining how SMBs experience payments, offering straightforward, tech-driven solutions. It powers payment processing for thousands of U.S. businesses, streamlining operations and opening doors to growth.
