InComm

  • Terminal Services Technician

    Job Location US-GA-Atlanta
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

    Responsibilities

    1. Enable terminals that have been shipped to merchant locations.
    2. Perform software upgrade to terminals in the field as needed.
    3. Actively participate in documenting any new troubleshooting process in team’s centralized repository.
    4. Assist with task outside the departments ticketing process; menu testing, terminal provisioning.
    5. Reviewing Idle Terminal reports and following up with merchants to investigate why a terminal has been idle (i.e., “no sales”).
    6. Support Special terminal-related projects as assigned.
    7. Troubleshooting terminal issues at a tier 2 level from a trouble ticket queue.
    8. Escalates all customer issues to ICT Operations Manager or Project Manager to assure immediate customer support/resolution.
    9. Always observes contractual obligations, turnaround time, call back time.
    10. Support all systems in accordance with department guidelines

    Qualifications

    • At least 5 years of previous call center experience (other related experience may be taken in to consideration)
    • High School Diploma or technical equivalent
    • Must have superior verbal and written communication skills
    • Preference given to candidates possessing Spanish/English or English/French communication skills
    • Must be proficient in MS Office (Primarily Excel and Access)
    • Experience supporting internal and external customers
    • Excellent troubleshooting abilities
    • Ability to walk remote customers through complex setup and configuration settings
    • Understanding of QA process and testing
    • Manage small to medium projects using Microsoft based tools

    Understanding of QA process and testingInComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    *This position is eligible for the Employee Referral Bonus Program - Tier I

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