Technical Support Engineer

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 you'll do

Our Technical Support Engineer would be responsible for assisting Verifone customers in troubleshooting and resolving their software issues in a timely and professional manner resulting in client loyalty and satisfaction. 

Provide 1st level technical support to resolve customer issues within defined protocols as outlined in the Guide to Support Services.

• Communicate with our clients to understand the issue and determine severity.
• Collect data from the available resources, perform initial investigation, and analyze information to determine root cause within the scope of the position.
• Provide regular updates to clients as per defined Service Level Agreement.
• Communicate issue resolution with clients upon completion of trouble ticket.

Forward analysis to Senior Analysts for escalated issues in order to expedite resolution of ticket.

• May collect additional pertinent data upon determining software configuration and / or code change requirements.

Provide pager support to resolve critical support issues after-hours.

• Work on issues reported after hours.
• Continue to work on existing tickets.
• Provide up-to-date findings to morning shift for after hours issues that require continued investigation.

Prepare and maintain various forms of documentation to build knowledgebase and track performance.

• Update tickets as per expectations.
• Assist in maintaining the Client Information Repository (CIR), as necessary.
• May assist in maintaining support documentation, as necessary

What qualifications will you need to be successful?

EXPERIENCE:

1-2 years supporting clients on a technical help desk, preferably on payment processing applications.

EDUCATION:

Community College certificate in a related field of study or equivalent.

SOFT SKILLS

• Effective communication and organizational skills
• Problem solving and analytical skills
• Customer service orientation
• Strong work ethic and ability to multi-task
• Team work and collaboration skills.

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.