Integration Support Manager

Summary

The Integration Support Manager (ISM) plays a critical role in post-go-live account maintenance and support for partner integrations. This position involves acting as a bridge between Technical Account Managers (TAMs), Partner Success Managers (PSMs), and various internal and external stakeholders. The primary focus is on providing reactive support, addressing day-to-day software questions, and handling technical issues encountered by our partners.

Duties & Responsibilities

• Work closely with Tech Account Manager (TAM), maintaining relationships during the transition phase.
• Field day-to-day software questions and provide technical assistance on partner calls when necessary.
• Collaborate closely with Partner Support team, CX teams and Sales Teams, offering technical support as needed.
• Facilitate data transfers for partners, particularly when data mapping is required.
• Act as the first line of support for internal teams during data transfers.
• Coordinate test imports for partners and document mapping for future reference.
• Serve as the go-to person for internal teams dealing with vault imports.
• Address internal and external support questions post-go-live.
• Investigate and resolve issues like API key discrepancies, device functionality problems, and other integration-related challenges.
• Assist with troubleshooting integration-related issues for existing partners.
• Assist our CX team with software-specific support issues.
• Oversee the Custom Integrations SharePoint page, handling updates and change requests.
• Provide support for custom integrations, bridging the gap between CX Tier 2 and more technical queries.
• Serve as the main resource for Partner Support Managers on existing support issues beyond their scope.
• Act as a backup for the Technical Account Manager.
• Assist with iterations to existing partner integrations.
• Participate in partner calls as a technical resource.
  
  

Additional Responsibilities

• Document commonly asked questions and contribute to training guides for the organization.
• Collaborate with cross-functional teams, ensuring clear communication.
• Contribute to the organization's knowledge base by documenting and sharing troubleshooting insights.
• Assist in creating training guides for various teams involved in the integration process.
  
  

Requirements

Educational and Professional Background:

• Bachelor's Degree: A bachelor's degree in a relevant field such as Computer Science, Information Technology, or a related discipline is preferred.
• Experience in Technical/Customer Support: Experience in software support and troubleshooting,
  
  

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.