I&t Technical Specialist - Brantford, Canada - Global Payments (Beamery)
Description
Description:
Responsibilities:
- 24/7/365 support of field installation team members.
- Perform post installation checklists.
- Ensure new sites are added to autobot and view sites websites.
- Ensure all optional software is installed and functional.
- Provide "first line of support" contact for our international resellers (EGS, MYTEC, etc.).
- Confirm all post installation checklists are completed for prior week.
- Occasionally assist with staging equipment for future installations.
- Perform a variety of data entry projects/assignments.
- Perform various connectivity/network assignments.
- Resolve customer issues/requests via established procedures, including product usage questions.
- Use caselogging software to record client contact and actions accurately and concisely in our CRM platform.
- Follow departmental procedures regarding call etiquette.
- Follow departmental procedures regarding call escalations, ensuring calls are routed to appropriate resources on a timely basis.
- Learn, build, and maintain detailed knowledge of products, practices, and procedures to better serve our customers.
- Cooperate and communicate with team members to meet departmental goals; provide feedback on the status of service tickets, outstanding issues/concerns, etc.
- Handle a daily workload of a defined number of cases/inbound requests (based on role) approximately 25+ cases per day or 80+ inbound requests based on role.
- Attend and participate in organizational meetings (e.g., team, department, company).
- Adhere to work schedules as defined and be available when contacted during work hours; adhere to attendance requirements.
- Demonstrate virtual operating principles (e.g., be on camera, respond in a timely manner to inquiries, maintain professionalism, eliminate/minimize nonwork distractions, etc.).
- Be familiar with and follow established communication channels, following departmental procedures regarding escalation of calls.
- Be open and receptive to coaching and willing to learn new concepts; demonstrate agility in learning and adjust behaviors as technology changes.
- Complete assigned training courses on a timely basis and actively participate in our performance management process (4Talks).
- Follow company policies and procedures.
- Perform other duties as requested (e.g., project work; assisting other team members; etc.).
Required Skills and Competencies
-
Active Listening
- The ability to listen attentively, comprehend and reflect on what is being said, to respond appropriately, and retain information for later recall.
Collaboration - The capacity to be kind, considerate and work with a diverse group of individuals. A willingness to share information and to be taught by others (process and technical skills).
-
Communication
- The ability to elicit information tactfully and to explain technical issues clearly, both verbally and in writing; as well as to adjust direction based upon the knowledge/ability of the caller.
-
Computer Proficiency
- Demonstrated proficiency in using computers with the ability to simultaneously type/record issues and resolutions. Demonstrated knowledge of technical terms.
-
Customer Service
- The ability to demonstrate empathy and positivity while aiding in the resolution of technical issues; the ability to focus on each call without distraction, and do so in a calm, deliberate manner.
-
Detail-Oriented
- Attentive to details to ensure accuracy and completeness of work.
-
Diagnostic
- The ability to determine the root cause of issues quickly and accurately while adhering to established protocols.
-
Patience
- The capacity to resolve repetitive issues without anger or frustration.
-
Problem Solving
- The ability to determine and take the steps necessary to correct issues.
-
Reading Comprehension
- The ability to read, comprehend, and then provide clear, concise direction.
Time Management - The ability to quickly and accurately close cases (knowing when to resolve or to escalate calls) and to prioritize tasks.
Education & Experience
- Associate Degree preferred or equivalent years of experience.
- Demonstrated basic math skills.
- Knowledge of Office and Google product suites.
- Knowledge and proficiency in one or more of the following may be required: Windows, Linux, TCP/IP, networking configuration, SQL, or DHCP.
- Experience using caselogging software (Salesforce preferred) and the ability to listen and type at the same time.
- Call center or remote technical support experience _. _
- Restaurant experience is a plus; in some roles, this may be required.
- Bilingual (Spanishspeaking; Frenchspeaking) is a plus.
Location
Equipment
Travel
Limited (10%) to none.
There may be times when a need arises for a technician to be on-site to assist and/or guide a customer.
Other Duties
Please note this job description is not d
More jobs from Global Payments (Beamery)
-
Représentant
Montréal, Canada - 2 weeks ago
-
Spécialiste, Relations Commerciales
Montréal, Canada - 2 weeks ago
-
Spécialiste, Soutien Aux Franchises/franchise
Montréal, Canada - 2 weeks ago
-
Chef D'équipe, Conseiller/ère Aux PME
Montréal, Canada - 2 weeks ago
-
Conseiller
Montréal, Canada - 3 days ago
-
Conseiller
Montréal, Canada - 3 hours ago