Job Description

Role & responsibilities 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 2 - 4 years of technical support experience. Fluent in both English and Hindi. Excellent knowledge of customer service practices and procedures. 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. Flexible and able to work with ambiguity while still adhering to standards.