Technical Support Representative

2 weeks ago

Bengaluru, Karnataka, India Verifone Full time ₹ 4,00,000 - ₹ 8,00,000 per year

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:

  • 2-3 years of experience providing Technical Support in a call center or contact center environment.
  • 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
  • Accurately type 25 words per minute
  • Flexible and able to work with ambiguity while still adhering to standards

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