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Advanced Technical Support Representative



IT, Customer Service
Helsinki, Finland
Posted on Thursday, June 13, 2024

Why Verifone?

For more than 30 years, Verifone has held a leading position in the payments industry. Verifone is one of the strongest brands and one of the largest providers of payment solutions worldwide.

Verifone has a diverse, dynamic, and fast-paced work environment where employees are focused on results and constantly striving to surpass themselves. We are proud to work with leading retail chains, companies, banks and partners to develop and deliver innovative payment solutions around the world. We strive for high quality standards in our products and services and are obsessed with customer satisfaction. Around the world, Verifone's employees ensure that we remain a leader in the payments industry, based on experience, innovation and ambitious growth targets. 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 driving success for our customers, partners, and investors. It is this passion for innovation that drives each of our employees and ensures personal and business success.

What is exciting about the job?

You will be part of our Technical Support Team. As an Advanced Technical Support Representative, you will help our customers and partners with technical issues or questions. You will answer phone calls, answer emails and log all cases to our ticket system as part of your work.

This job is perfect for you if you like problem-solving, good customer service, and talking to customers. You will be trained in systems as well as products so that you are ready to help in this position, but having a technical interest is considered an advantage. If you are a tech-savvy person and have an interest in always learning about the latest technologies, computers, programs, and whatnot, this is the perfect job for you - the payment industry is constantly evolving, and you will often have new things to learn as we have new payment terminal models, payment types, etc., that we bring to market for our customers.

Common cases you will be working daily are:

  • Assisting resellers and partners with technical issues on their existing payment terminals and helping them to install new payment terminals
  • You will work to resolve issues with integrations between payment terminals and the POS systems, this includes analysing logs you will monitor connections through our monitoring systems
  • Partners also request we make changes to their terminal configurations and perform software version updates
  • Part of the work will be assisting with settlement or reporting related questions or issues and help eCommerce customers with payments made on web stores
  • In second level support you will work closely with engineering and product teams, logging cases via Jira for them to resolve
  • Second level helpdesk team also assists on version releases and updates into production

Good knowledge of different networks such as Cellular, Wi-Fi, Bluetooth, and LAN will help you with these tasks.

You will be working as part of a team, and it is important for this job to have good collaboration skills, but you are also responsible for the cases you work on and must also be able to work independently.

Our office is located in Vantaa, and the working hours are 37.5 hours a week. 8am-16.00pm, Monday to Friday

You will use Finnish in your daily work, but some customers speak English and Verifone's official language is English, so you will also need good written and spoken English skills in the job.

Qualifications and experience we are looking for

  • You speak and write Finnish and English
  • Some experience and background in technical support is an advantage.
  • Strong end-user of IT systems and good ability to familiarize yourself with new systems.
  • Any experience from the support function is a plus, and you see yourself as a problem solver.
  • An advantage if you have experience from industries with a high volume of customers and transactions and/or from international organizations with access to several different IT platforms. It could be telecom, banking, IT or the payment industry, for example.
  • You are good at communicating and have the desire and energy to provide the best support and customer service.
  • You can keep a cool head and are prepared to help where needed.
  • You are social with a positive approach to your work, where you are happy to take responsibility.
  • Basic knowledge of the MS Office suite.

Our Commitment

We offer a position in an exciting international company in a very dynamic industry where the pace is high. We are good colleagues who respect each other. There is an informal tone here, where both professionalism, collegial sparring and well-being are highly valued.

We offer a good salary and pension package as well as health insurance. In addition, an attractive lunch scheme, modern physical surroundings, various employee benefits such as massage schemes, departmental events and a staff association that is responsible for various exciting events. At Verifone, we strive to offer equal opportunities for everyone, regardless of who you are and what background you come from.