Technical Support Representative

Why VerifoneFor more than 40 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 roleWe are seeking a customer-focused Technical Support Representative to join our Front-Line Merchant Helpdesk team in our Ashford, Kent office. In this vital role, you will serve as the first point of contact for our clients providing frontline support, troubleshooting products and solutions, resolving queries, and ensuring outstanding customer service both internally and externally.You’ll play a key role in connecting our clients with the appropriate internal teams, helping deliver a seamless and supportive experience. This position sits at the core of our fast-paced helpdesk environment, where responsiveness, clear communication, and effective problem-solving are essential to success.Key ResponsibilitiesServe as the first point of contact for all customer queries, providing product and solution troubleshootingLog cases and queries accurately using our support databaseConduct remote diagnostics by applying appropriate troubleshooting techniques and asking relevant questionsResolve customer issues whenever possible, escalating to internal teams when necessaryEnsure high standards of customer service are consistently delivered, both internally and externallyMaintain and update internal records and systems with precision and accuracyMonitor shared inboxes, responding to queries in line with established SLAsAssist with ad hoc administrative tasks and support special projects as requiredApply logical thinking and attention to detail to ensure thorough and accurate workManage multiple tasks efficiently, even under pressure and within tight deadlinesSet realistic timeframes and manage customer expectations effectivelyProactively identify and recommend improvements to existing procedures and workflowsSkills and Experience NeededGCSEs (or equivalent) including passes in English and MathematicsProficiency in Microsoft Word and ExcelUnderstanding of computer systems, mobile devices, and tech productsStrong interpersonal and customer service skillsAbility to think objectively and approach problems creativelyCapable of working independently as well as collaboratively within a teamReliable, responsible, and proactive, with a willingness to take ownershipStrong analytical and problem-solving abilitiesDesirable:Ability to diagnose and resolve basic technical issuesKnowledge of the card payment industryExperience of dealing with all levels of people internally and externallyOur commitmentVerifone 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. #J-18808-Ljbffr