Global Operations

Product Support Analyst

Bangkok

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.

About the role

Operate, maintain and support Verifone TMS, VeriCentre, VHQ and VeriStore system to provide optimal TMS (Terminal Management System) Service to customers. Manage customer profiles and system parameters to ensure high accuracy, and provide periodic/scheduled report to customers on a timely basis

What you'll do

  • Support our customers, Verifone products and services in both a proactive and reactive manner involving managing issues/tasks & requests through to resolution, monitoring and responding to group email inbox and addressing large numbers of outstanding support issues in descending priority order.
  • Maintain technical knowledge to advise customers on setup, function and operation of Verifone products and solution (Terminal Profiling and Parameter Related)
  • Perform any other duties as assigned to deliver impactful results and add value to the organization.
  • Document the loading processes to streamline the processes
  • Identify top 10 helpdesk calls on new terminals to reduce call volumes
  • Identify defects which cause issues for merchants related to remote software and parameter update. Get enhancements to the product to reduce call volumes
  • Streamline the on-boarding process to eliminate extra work
  • Supporting VHQ Care Implementation and Service to Analyze and identify Incident trend with Helpdesk manager. Identify proactive support using VHQ Care for ongoing service improvement to the business
  • Reporting Relationship: Report directly to the Head of Service, Thailand while coordinating with several groups, many of which will be in remote locations. Work at customer sites or other office locations, when needed. After office hour on-call support is required to support business critical services

What qualifications will you need to be successful?

  • Bachelor’s degree in Computer Science or any related field (or equivalent degree and experience)
  • ITIL certification in IT service management is a plus
  • Minimum 5 years production support experience in payment systems with database mirroring/clustering/high availability architecture, as well as database maintenance and disaster recovery
  • Experience in T-SQL, supporting multiple SQL servers, and writing advance SQL Query is a plus
  • High literacy in Win OS, Windows Server, batch files, and PowerShell script and automation is required
  • Ability to learn Verifone payment terminal and management system, as well as service monitoring tools like SolarWinds, Zabbix or Nimsoft is required
  • Strong troubleshooting skills with the ability to resolve moderately complex technical issues
  • Customer focused and a team player that is resourceful, self-motivated and able to work under pressure with minimum supervision, beyond normal hours where necessary
  • Good interpersonal and communication skill in English & Thai, both written and spoken

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.

Join our worldwide team