Technical Support Representative

3 weeks ago

Ashford, United Kingdom Verifone Full time

**For over 35 years, we've been making history. Now, we're creating the future.**

**Techs on the beach**

On April 14, 1981, in Honolulu, Hawaii, William "Bill" Melton incorporated his new tech company. The original intention was to provide a recourse for retailers who'd been swindled by people handing out bad checks. Bill's product was a kind of verification device using phone lines—a verification phone.

But then a pivot. The credit card industry was relatively new at the time and processing was still being done with carbon paper. Bill saw a way to reduce costs for companies like Visa and MasterCard, while capitalizing on this new technology. Instead of verifying checks, his company would provide local businesses a means to electronically process credit card payments. And thus, the Verifone payment device was born.

Now, Verifone is one of the world's largest POS terminal vendors and a leading provider of payment and commerce solutions. We operate in more than 150 countries and employ nearly 6,000 people globally. Our steady growth has come organically, through a dedication to innovation and strategic partnerships, as well as from savvy acquisitions.

**About the role**

In this role, you will be providing frontline telephone product/solution and general customer support to our clients, resolving customer queries and promoting excellent customer service both internally and externally.
You will report to the Customer Support Team Leader on the Merchant Helpdesk.

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. To join our team, you will need:
**Shift Pattern**

In this role, you will operate on a 45 hour per week contract. The shifts will be primarily Monday - Friday, with an additional weekend day shift every 3 weeks.

The helpdesk operates 08:00 - 20:00 Monday - Saturday, and 10:00 - 17:00 Sunday.

Monday - Friday shift patterns: 08:00 - 16:00, 09:00 - 17:00, 12:00 - 20:00

Saturday shift patterns: 08:00 - 16:30, 09:00 - 17:30, 11:30 - 20:00

Sunday shift pattern: 10:00 - 17:00

**What you'll do**
- You will be the first point of contact for all customers for product/solution support
- You will use a support database to log up cases and queries
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- You will resolve customer queries on products/solutions whenever possible and refer to other teams as required
- You will continually support the business by ensuring excellent customer service internally and externally
- You will accurately update and maintain internal records and systems
- You will aid in any adhoc administrative matters or projects when applicable
- You will have the ability to work logically, being accurate and thorough, whilst paying attention to detail
- You will be 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

**What qualifications will you need to be successful?**
- Good interpersonal and customer care skills
- The ability to be objective and think outside of the box
- To be able to work well individually as well as with a team
- To be reliable
- To be willing to be responsible, take ownership and use your own initiative
- Good analytical and problem-solving skills

**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.

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