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:: Global Support Engineer
| Contract: Permanent - Full Time |
| Location: Killorglin, Co. Kerry |
Job Purpose: As a key part of the Global Support team, the Global Support Engineers ensure provision of world-class support services to our merchant base, PSP’s, acquirers and colleagues by managing support tickets efficiently and keeping the customer updated throughout the process. This role primarily involves the support of FEXCO’s Irish & UK terminal estate and analysis & diagnosis of terminal related queries, as well as supporting critical processes such as incoming merchant files, sending bank files and exchange rates distribution to various platforms. Global Support is also responsible for the validity of the merchant data & report accuracy from FEXCO’s bespoke reporting system Mercury.
Main Duties & Responsibilities:
• Process tickets raised with Support ensuring clear, concise & full solutions are provided on each ticket and the tickets are processed within the agreed SLA’s
• Process query tickets escalated from Relationship Managers and Merchant Helpdesk to help restore a working solution to merchants by efficient diagnostics of the problem & working through the resolution with the customer over the telephone
• Ensure all queries into Support are logged in the appropriate manner and all work is recorded
• Ensure customers are provided with frequent & informative updates on the progress of their tickets, especially where the resolution takes longer than originally anticipated
• Ensure tickets are prioritised accordingly to reflect the severity of the incident and are responded to accordingly
• Nurture and maintain relationships with key people within our client and partner organisations
• Help manage out tickets of a repetitive nature by either escalation to the appropriate business owner, software developments or training to tackle the root cause
• Ensure terminal stock is closely & tightly controlled and each unit is tracked on the relevant asset tracking tool
• Deploy terminal stock to other offices & colleagues from time to time where necessary by preparing, packaging & couriering units required
Minimum Requirements
• IT graduate
• Customer driven individual with desire to exceed expectations
• Good communication skills both written & oral
• Flexibility in relation to hours of work and out of hours support rota
• Experience of SQL is desirable
• The candidate should work well both independently as well as contributing towards a team environment
• Good technical & analytical skills are essential
• Ability to meet deadlines & adapt to a changing environment
Please respond, demonstrating how your competencies match the key requirements of this role by submitting a current CV to lcorcoran@fexco.com or to Lorraine Corcoran, Group HR Business Partner, Iveragh Road, Killorglin, Co Kerry. Closing date is Friday 19th March. FEXCO is an equal opportunities employer.
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