Job Description

The Verifone Help Desk 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 24x7x365 high-availability contact center environment. In addition, this position also supports internal customers and performs other duties as assigned.

Essential Duties and Responsibilities:

• Quickly identify and diagnose customer needs
• Researches and handles complex calls as directed
• Assists customers with mechanical, hardware, software, and systems failures using established procedures.
• Talking customers through a series of steps to resolve a problem
• Assists team members with customer call support and acts as a knowledge resource for Legacy Technical Support Level 1 Representatives.
• Follows documentation and training materials to diagnose, resolve, and escalate customers’ calls.
• Enters all call activity into online Technical Support database and provides documented information to the Knowledge Base.
• Serves as contact on technical and service-related problems with both internal and external customers.
• 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 escalate to other departments for customer support
• Performs all duties on time and is proactive in improving customer relations and internal processes.

What qualifications will you need to be successful?

• Expertise with internet technologies and standards
• Understanding Basic Networking Fundamentals such as PING, IPCONFIG
• General knowledge of how to navigate Software Directories and File Relationships
• Critical Thinking & Problem Solving Skills
• Practical computer skills including use of MS Windows and MS Office
• General knowledge of office equipment and use
• Basic knowledge and understanding of the payment processing industry
• Knowledge of customer service practices and procedures
• Strong oral and written communication skills
• Accurately type 25 words per minute
• Flexible and able to work with ambiguity while still adhering to standards
• Flexible with schedule – five-day work week and may require weekends
• One year of related experience with general high school education is acceptable

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.