Global Engineering

Client Support Analyst

Bucharest

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.

Position Summary

Verifone are seeking a Client Support Analyst to work as part of its ‘VHQ Managed Services’ team to implement software-as-a-service (SaaS) solutions for Verifone clients.

The primary focus for this role will be to support Verifone’s clients signing up to a managed services solution for Terminal Management using Verifone VHQ. Clients will make use of Verifone’s managed services to fully manage their POS device estate. This will involve working with Verifone clients taking up Verifone’s Terminal Estate Management Managed service and designing the right solution to match customer business needs. On designing the solution as per client business needs this will need to be implemented by the client support analyst at an application level on VHQ. The analyst will maintain the working solution providing a high quality of service to the client. The analyst will work with client helpdesks as needed for troubleshooting issues and raise support tickets as required for VHQ application issues. The analyst will ensure any issues are resolved in a timely manner as per SLA’s ensuring exceptional customer satisfaction levels are maintained.

Hours of work are 40 hours per week, Monday to Friday, 09:00-18:00 covering Pan-European customers. Out of hours support required dependent on business requirements.

The successful applicant will be working in a fast-moving managed service environment so must be flexible and be able to multi-task between resolving support issues and working with clients to meet the company’s long-term goals. The VHQ Managed Services Team spans across multiple locations, some international travel may be required and therefore the candidate must possess a valid passport. 

Essential Duties and Responsibilities

  • Complete tasks as per existing run books to configure and update customer solution on Verifone’s VHQ Terminal Management System.
  • Responsible for managing software update rollouts to client POS devices and providing regular progress updates to customers via reports and attending client calls as required.
  • Client Support to include:

Setup - Work with clients on solution design (hierarchy set up)

Devices - Add/Remove Customer POS devices to Terminal Management System.  Perform diagnostic actions on devices – gather logs, initiate remote reboots.

Reporting - Provide clients with standard reports to include status of devices, downloads, heartbeat and communication history.

File Library & Downloads - Maintain file library with configuration, application, OS, encryption key, and media files. Schedule downloads.

Support – Work with client helpdesk as needed for troubleshooting issues, raise support tickets for VHQ application related issues.

  • Coordinates with various functions within the company to ensure customer escalations are handled appropriately and in a timely manner.
  • Works independently.
  • Performs other related duties as assigned.
  • Follows documentation and training materials to diagnose and resolve issues.
  • Self-learning. Keep up to date with any application changes/updates. These will be documented on company portals.
  • Coordinates with various functions within the company to ensure customer escalations are handled appropriately and in a timely manner.
  • Respond to client issues as per contractual SLAs.
  • Complete BAU tasks, escalating where exceptions occur.
  • Develop and implement new BAU tasks and manage change within BAU task procedures.
  • Maintaining of technical documentation.
  • Review documentation and change control for technical accuracy.
  • Preparation of technical documentation and SLA reporting.
  • Fulfil business request and Customer boarding requirements.
  • Perform in a role as a subject matter expert and as part of a project delivery team if/when assigned.
  • Apply a sense of urgency, commitment and focus on the right priorities in developing solutions in a timely fashion

 Expectations:

  • Develops and maintains positive customer relationships.
  • Works to deliver enterprise quality, on time.
  • Ability to participate in design and architect of technical solutions.
  • Seeks out opportunities to improve own and team performance.
  • Demonstrates initiative when resolving incidents or problems.
  • Monitors and follows up outstanding issues.
  • Ability to work in cross cultural environment.
  • Ability to manage risks.
  • Fast learning curve.
  • Self-motivated and accountable.
  • Should possess excellent communication skills to interact with various stakeholders of the project.
  • Effectively apply critical thinking and technical expertise to guide the team.
  • Good team player.
  • Process compliance.

 

Knowledge & Experience

  • Good Microsoft Office skills.
  • Minimum 5 years’ experience in supporting applications in production environments running on Windows.
  • Strong written and verbal English communication skills.
  • Experience and confidence supporting production applications in private and public cloud environments.
  • Experience in Release Management, planning and deployment.
  • Strong problem solving and analytical skills.
  • Strong time management and ability to work both independently and with others.
  • Be able to prioritize escalations to ensure critical issues are resolved in a timely manner.
  • Solid knowledge of current internal and external IT industry standards, practices and methodologies.

Attributes

  • Positive attitude, dogmatic with attention to detail.
  • Strong analytical and problem-solving skills.
  • Ability to work individually as well as to work with others in the team.
  • Flexibility to travel to client locations as required.

Verifone is proud to be an Equal Opportunity Employer

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