I&t Technical Specialist

1 month ago

Brantford, Canada Global Payments (Beamery) Full time

**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 case-logging 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 non-work 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 case-logging 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.
- Bi-lingual (Spanish-speaking; French-speaking) 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. While these instances are rare, it is important to note it is possible.

**Other Duties**
Please note this job description is not d

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