Point Order Analyst

Verifone Systems, Inc. Clearwater , FL 33755

Posted 6 months ago

For over 35 years, we've been making history. Now, we're creating the future.

On April 14, 1981, in Honolulu, Hawaii, William "Bill" Melton incorporated his new tech company. The original intention was to provide a recourse for retailers who'd been swindled by people handing out bad checks. Bill's product was a verification device using phone linesa verification phone.

But then a pivot. The credit card industry was relatively new at the time and processing was still being done with carbon paper. Bill saw a way to reduce costs for companies like Visa and MasterCard, while capitalizing on this new technology. Instead of verifying checks, we would provide local businesses a means to electronically process credit card payments. And thus, the Verifone payment device was born.

Now, Verifone is one of the world's largest POS terminal vendors and a leading provider of payment and commerce solutions. We operate in more than 150 countries and employ nearly 6,000 people globally. Our steady growth has come organically, through a dedication to innovation and strategic partnerships, as well as from savvy acquisitions.

"We believe great work comes from incredible people. We've established a team with dedication to committed support and unmatched expertise. Whether it's building significant client experiences or paving the way for the future breakthrough in payment technology, Verifone is a place where growing your career means making a global impact. Let's shape the future of commerce together."

Job Title: Gateway Boarding Analyst

Job Description:

Do you have a desire to work in an ever-evolving career field? Are you able to navigate multi-level requests with efficiency and confidence? Are you willing to take on a critical role towards helping clients succeed with their businesses? In this role, you will be responsible for assisting the team supervisor in advanced issue support and basic task assignment functions to ensure customer requests are addressed in a timely and effective manner. The Lead is responsible for conducting investigations and advanced research into complex or delayed issues. Perform administrative activities associated with the fulfillment of post-sales orders; customer interface, logistics tracking, and order entry. You will ensure that orders are filled in accordance with the company's policies and procedures and that all transactions meet the audit criteria. Receive client requests and prepare documents for processing service orders and exchanges. Handle customer concerns related to product upgrades, integrations, and asset recovery. Update the database with the status of returned materials issues.

You will interact with clients and internal departments to handle a variety of pre-sales or post-sales service functions. Strong interpersonal skills, multitasking, and attention to detail are necessary.

This position has high visibility to Verifone clients and many departments within the company, so requires a high degree of customer service and dedication to following issues all the way through to resolution. You will serve as a first line resource for other team members and may provide direct mentoring to trainees.

Essential Duties and Responsibilities:

  • Prepare documents related to processing customer equipment orders and shipments.

  • Act as an advocate and a resource for internal and external contacts who need advanced support relating to equipment orders, gateway merchant account creation and other post-sale services, including investigations into delayed or complex issues requiring advanced assistance.

  • Support client telephone calls, e-mails, and/or other request types for assistance with product or application matters related to pre and post-sales activity.

  • Responsible for advanced job duties involving restricted permission sets or specialized tools, such as conducting de-installs of device serial numbers, handling temporary serial assignments, and other terminal related information.

  • Ability to accurately type 45 words per minute.

  • Act as a Subject Matter Expert (SME) for colleagues regarding gateway boarding and order entry responsibilities.

  • Assist in the monitoring of queues and Service Levels to ensure requests are dealt with within an appropriate timeline

  • Assist with the maintenance of team processes, policies, and procedures to ensure team members have the most up-to-date information.

  • Assist with special project requests.

  • Perform additional duties as assigned.

Reporting Relationships:

You typically report to: Client Services Supervisor

Knowledge and Experience

  • Excellent written, verbal, and social interpersonal skills required.

  • Ability to multi-task and use multiple software solutions simultaneously.

  • Ability to analyze and resolve complex problems.

  • Effective knowledge of customer service practices and procedures.

  • Strong English writing and speaking skills.

  • Skilled in use of PCs and related software.

  • Working knowledge of Microsoft Excel and other MS office programs.

  • Utilize methodical working practices with a unique sense of discernment for key details.

  • Demonstrates self-control and understanding of customer situations.

  • Experience with payment card processing / payment card industry a plus.

  • Minimum of 2 years of Customer Service and/or Technical Support experience required.

  • Experience working with CRM and Ticket Tracking (AMDOCS, Salesforce, Oracle) software is preferred.

  • Ability to work under pressure in a dynamic, growing environment of ever-changing and conflicting priorities.

  • Ability to take ownership of customer issues and use customer service skills to see items through to resolution.

  • Able to work collaboratively to address and resolve advanced customer issues.

  • Demonstrates leadership mentality and self-motivated to improve self and others.

  • Tried time management skills & ability to handle multiple incoming tasks and demands.

  • Flexible and adaptable to changes in plans and processes.

  • Flexible to moderate schedule changes, including periods of occasional overtime and/or working over holidays

Do you work towards ensuring and maintaining customer satisfaction every single day? If so, please don't hesitate to apply.

Verifone is proud to be an Equal Opportunity Employer.

To apply, please visit: http://global.verifone.com/company/careers/

#LI-GP1


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Point Order Analyst

Verifone Systems, Inc.