Technical Support Representative - Verifone

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

What's exciting about the role

In this role, you will be providing frontline product/solution and general customer support to our clients, resolving customer queries and promoting excellent customer service both internally and externally.

PAYware OCIUS Customer Support consists of a bustling merchant helpdesk providing the link between our client base and other internal teams and is the first point of contact for our customers.

Your Essential Responsibilities:

• Be the first point of contact for all customers for product/solution support
• Log cases and queries using our support database
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Resolve customer queries on products/solutions whenever possible and refer to other teams as required
• Continually support the business by ensuring excellent customer service internally and externally
• Accurately update and maintain internal records and systems
• Support in checking shared email and reply to queries accordingly and within SLA
• Aid in any adhoc administrative matters or projects when applicable

Skills and Experience we desire

• GCSE level qualification to include English and Mathematics or equivalent 
• Ability to work logically, being accurate and thorough, whilst paying attention to detail
• Able to multi-task, particularly under pressure and to deadlines, and within SLA
• Ability to establish time requirements and set customer expectations accordingly
• Identify and suggest possible improvements on procedures
• Good interpersonal and customer care skills
• Ability to be objective and think outside of the box
• Able to work well individually as well as with a team
• Reliable, be willing to be responsible, take ownership and use your own initiative
• Good analytical and problem solving skills
• Proficiency in MS Word and MS Excel
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues (Desirable)
• Knowledge of the card payment industry and service provision (Desirable)
• Experience of dealing with all levels of personnel internal and external (Desirable)

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.