Why Verifone

For 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 role

The VFI Advanced Technical Support Representative would be required to exhibit a thorough understanding of all the tasks and responsibilities of the Technical Support frontline agent and have the ability to execute those responsibilities with confidence. The title of Subject Matter Expert implies that the employee has an elevated understanding of Verifone products/services along with policies/procedures. The VFI Advanced Technical Support Representative would also need to possess interpersonal skills to assist frontline employees understand and execute troubleshooting procedures with accuracy.

The Verifone Helpdesk Advanced Technical Support Representative would have a dual role that consists of handling frontline customer calls BAU and assisting with front line employees during their nesting period and beyond. Assistance with front line employees can include providing floor support, speaking during training sessions, taking support templates and answering questions remotely or in person.

Skills and Experience we desire

• Providing feedback during times of support
• Identifying behavioral trends with new and current employees
• Answering Technical questions in person or remotely from frontline employees
• Coordinate efforts and priorities with the supervisor and training leadership
• Assists customers with installation, operational, maintenance and or training related inquiries for products and applications.
• Assists team members with customer call support and acts as a knowledge resource for Legacy Technical Support Level 1 Representatives.
• Researches and handles complex calls as directed.
• Follows documentation and training materials to diagnose, resolve, and escalate customers’ calls.
• Enters all call activity into online Technical Support database and provides documented information to the Knowledge Base.
• Serves as 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 escalate to other departments for customer support.
• Performs all duties on time and is proactive in improving customer relations and internal processes.

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.