Position Summary:
The Verifone Helpdesk Technical Support Representative supports users with troubleshooting
Verifone products, software, and services through a unique blend of customer focus and
technical expertise. This position is responsible for diagnosing and troubleshooting customer
requests and issues via phone, chat, and email within a 24 x 7 x 365 high-availability on-site call
center environment. In addition, this position also supports internal customers and performs
other duties as assigned.
Essential Duties and Responsibilities:
- Assists customers with installation, operational, maintenance and or training related inquiries for products and applications.
- Researches and handles complex calls as directed.
- Follows documentation and training materials to diagnose, resolve, and escalate customers calls.
- Enters all call activity into the online Technical Support database and provides documented information to the Knowledge Base.
- Serves as a contact on technical and service-related problems with both internal and external customers.
- Diagnoses mechanical, hardware, software, and systems failures using established procedures.
- Operates under moderate supervision.
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
- May schedule service calls and escalates to other departments for customer support.
- Performs all duties on time and is proactive in improving customer relations and internal processes.
Knowledge and Experience:
- 23 years of experience providing Technical Support in a call center or contact center environment.
- Good telephone and communications skills. Demonstrates self-control and understanding of customer situations.
- Excellent knowledge of customer service practices and procedures
- Practical computer skills including use of MS Windows and MS Office
- Familiarity with internet technologies and Networking standards
- General knowledge of office equipment and use
- Basic knowledge and understanding of the payment processing industry
- Accurately type 25 words per minute
- Flexible and able to work with ambiguity while still adhering to standards
