Program Manager (Submerchant Portfolio)

Program Manager Sub Merchant Portfolio Mexico

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.  For more information, please visit solera.com.

The Role

This role is remote. It calls for an individual that is highly motivated, experienced in merchant service/IT support and able to manage multiple and competing priorities, while remaining calm under pressure. 'Always on’. As a Payment Software Support Manager, you will serve as a primary and secondary point of contact with our sub-merchants, Support, and Onboarding teams through online service desk, email, and phone support. You will assist our sub-merchants with navigating the online portal, getting reports, addressing issues, and troubleshooting payments. You will learn our client base to understand their individual needs and help them find the payment solution that fits their unique needs. This can be a card-present, card-not-present, stand-alone, or a mobile set up, including LAN, Wi-Fi, or a cellular connection. There is no such thing as a typical day, each will be different, some will be reactive, and other days will be driving forward to ensure stability and consistency in all the payment platforms.

What You’ll Do

• Understand how payment software, terminals, POS hardware, and Solera software all tie together
• Assist Sales, Onboarding, and the Support teams with escalated questions and issues
• Analyze software and hardware needs for our sub-merchants
• Escalate problems to the appropriate teams, including Payrix, Adyen, Support, Development, Auto/Mate, etc.
• Identifying and recommend upgrades and changes to payment hardware and software
• Serve as a subject matter expert for our sub-merchants to ensure continuity of their solution and reporting
• Respond to client product inquiries in writing via tickets and email, or via phone
• Troubleshoot technical challenges in conjunction with clients
• Lead sub-merchants with best practices
• May provide consultation and/or product capability assessment and validation to prospective clients.
• Build expert-level knowledge of company products and services to introduce new products
• Influence product decisions and roadmap using client feedback and support data metrics.

What You’ll Bring

• 2 years of experience in technical support for a tech or payments company, preferably in a Fintech / SaaS organization
• 5 years of experience managing projects
• Good understanding of payment hardware, how it integrates, and the ability to guide clients through installing, modifying, and troubleshooting
• Excellent written and verbal communication skills
• Excellent interpersonal and communication skills
• Willingness to identify, implement and drive improvements.
• Proactive, enthusiastic, and output driven.