In this role you will be responsible for the day to day management of tier-1/2 customer phone, emailand ticket requests, operating within ADVAMs ITIL aligned Service Deliveryframework. Interfacing with ADVAM Development teams who operate using an AGILEframework.
Problem solving and troubleshooting of both industrystandard and bespoke software operating platforms and payment terminal systems.Responsible for performing daily checks on ADVAMs unattended technologyplatforms, reporting on outcomes and escalating issues.
Provisioning of new merchant facilities within the ADVAMgateway.
Warranty repair, replacement, tracking,inventory management & technical support of hardware & software. Onsite support, training upgrades &investigations. System analysis & generation of reports.
Professional and effective written and verbal communicator
Analytical problem-solving skills
Manage the technical support relationship with PARCS vendors
Liaise with customers/vendors over the telephone and in person
Respond promptly to customer/vendor support inquiries
Provide support for unattended hardware onsite & offsite with end customers and PARCS/vending partners
Prepare & maintain appropriate documentation
Work with Project Delivery, Sales, Product Specialists & development teams to ensure delivery of customer projects
Work with Support & Network teams to ensure services are implemented
Maintain high level of verbal and written correspondence with customers
Analyze job procedures and make recommendations for improvement
Demonstrate continuous effort to improve operations, work cooperatively and provide quality customer service
Maintain customer hardware database
Work with key equipment partners
Testing, troubleshooting & repair or replacement of electronic system modules
Perform onsite training & remote maintenance plus upgrades when required
Understanding of IT & Network principles
Understanding of unattended payment terminal hardware, applications and payment gateways
Understanding of parking access and revenue control equipment (PARCS)
Fault finding - Networking principles, IT hardware, Basic electronics
Proficient Microsoft Office, particularly in Excel & the use of pivot tables
Database SQL Experience
Minimum 5 years background in Electronics or IT
Analytical problem-solving skills
Customer service experience in the field or remote locations
We have been delivering industry-leading solutions for the payments, financial and telecommunications industries since 1990. We are the preferred supplier of networking, integrated data and voice services to many leading organizations in the global payments and financial communities, as well as a provider of extensive telecommunications network solutions to service providers.
We are a privately held company with a healthy balance sheet, secure assets and a loyal customer base that includes some of the largest global blue-chip companies in the world. Many of the worlds leadingcompaniescontinue to count on us as their primary provider of a range of networking and communication services, enabling them to expand regionally, nationally and globally. We provide services to customers in over 60 countries throughout the world.
We manage some of the largest real-time community networks in the world, enabling industry participants to simply and securely interact and transact with other businesses, to access the data and applications they need, over managed and secure communications platforms. Our existing footprint supports millions of connections and provide access to critical databases. Our network securely blends private and public networking to enable customers to utilize a single connection for "one-to-many" and "many-to-many"connections over a global platform.
Since our launch we have helped our customers and communities of interest, requiring secure and reliable communications solutions, to evolve from legacy to leading-edge technologies. Today the company provides a full range of services from dedicated connections to managed IP network solutions, providing local support and global reach to medium and large enterprises and service providers.
Applicants are encouraged to submit an electronic resume when applying for our positions. Job postings are open until filled, unless otherwise specified.
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