Job Profile
Position Overview
Founded in 1987, Tempus Technologies is the expert leader of secure payments at the point of interaction. We're committed to developing exceptional point-of-sale payment integration technology and software solutions to meet the growing needs of our customers' business requirements. As a leader in the industry, we recognize our employees as one of our greatest assets. Tempus is growing and our team is growing with us, allowing for unlimited possibilities for career advancement and the potential for employees to develop their own individual career paths.
This position can be performed remotely, located across the PNC footprint. If the successful candidate is located near the Tempus Technologies headquarters in Auburn, IN, that would be an added bonus.
A Service Specialist is a service expert focused on providing technical support to merchants with Tempus solutions in production. This role focuses on customer service, issue resolution, feature implementation, documentation, and upgrade management in a fast-paced environment with inbound calls and emails.
Core Work Hours: Monday-Friday, 9:30 am EST - 5:30pm EST. In addition, an On-Call rotation is maintained across the team for weekends and after hours.
Relevant experience includes: Background in a customer service/call center environment or an IT troubleshooting role. Handling customer technical support cases through phone and email submission, administering training on functions of software and hardware, acting as Point of Contact for standard support clients.
This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.
Job Description
- Provides technical support and coordination for the Services management function for a specific client or group of clients.
- Identifies and investigates service-related problems. Implements or escalates corrections as appropriate.
- Assists in defining and deploying problem management processes and procedures for specific clients.
- Coordinates activities with other service areas and functions. Develops, documents and disseminates process changes and improvements.
- Participates in problem reviews, root cause analysis, trend analysis and audits.
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
- Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
- Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Qualifications
Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.
Preferred SkillsChange Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend Analysis
CompetenciesEffectiveness Measurement, ITIL Service Delivery, IT Service Improvement, IT Standards, Procedures & Policies, Problem Solving, Process Management
Work ExperienceRoles at this level typically require a university / college degree with 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
EducationBachelors
CertificationsNo Required Certification(s)
LicensesNo Required License(s)
Pay Transparency
Base Salary: $37,000.00 – $87,100.00
Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.
Application Window
Generally, this opening is expected to be posted for two business days from 06/27/2024, although it may be longer with business discretion.
Benefits
PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.
In addition, PNC generally provides the following paid time off, depending on your eligibility*: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.
To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.
Disability Accommodations Statement
If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.
Equal Employment Opportunity (EEO)
PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
California Residents
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.
What We Do
The PNC Financial Services Group, Inc. (NYSE: PNC) is one of the largest diversified financial services institutions in the United States, with assets of $566 billion as of March 31, 2024. PNC is a coast-to-coast franchise with an extensive retail branch network and a presence in all of the country’s 30 largest markets. PNC also has strategic international offices in four countries outside the U.S. With roots going back to 1865, PNC provides retail banking, including residential mortgage, corporate and institutional banking, and asset management to individuals,
institutions and businesses of all sizes.
Why Work With Us
For more than 160 years, we’ve been committed to making a difference for our customers, communities and employees. Our Main Street banking model means we are uniquely rooted in the places where we operate, living in and supporting the communities in which we do business – understanding our customers are our neighbors.
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Employees engage in a combination of remote and on-site work.