Technical Support Representative - Petro
Job title: Technical Support Representative - Petro in Tucson, AZ at Verifone
Company: Verifone
Job description: Why VerifoneFor 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 roleThe Verifone Helpdesk Technical Support Representative supports users with troubleshooting Verifone petro 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.Requirements and Responsibilities
- Fluency in English
- Assist customers with inquiries related to installation, operation, maintenance, and training for products and applications.
- Develops and maintains positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
- Diagnose mechanical, hardware, software and systems failures using established procedures.
- Follow documentation and training materials to diagnose, resolve, and escalate customer calls.
- Serve as a contact on technical and service-related problems with both internal and external customers.
- Enter all call activity into the online Technical Support database and provide documented information to the Knowledge Base.
- Assist team members with customer call support and act as a knowledge resource for Legacy.
- Research and handle complex calls as directed.
- Schedule service calls and escalate to other departments for customer support as needed.
- Able to operate under moderate supervision.
- Preform all duties on time and proactively improve customer relations and internal processes.