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Technical Support Officer

Position Description

The day to day management of customer phone, email and ticket requests, operating within ADVAM’s ITIL aligned Service Delivery framework. Interfacing with ADVAM Development teams who operate using an AGILE framework.

Problem solving and troubleshooting of both industry standard and bespoke software operating platforms and payment terminal systems.

Responsible for performing daily checks on ADVAM’s technology platforms, reporting on outcomes and escalating issues.

Facilitating the User Acceptance Testing and Pilot process for new system integrations

Provisioning of new merchant facilities within the ADVAM gateway including the setup, configuration and testing of terminal hardware.

Liaising with Merchants and Acquirers to facilitate successfully provisioning of merchant facilities

Updating and maintaining the CRM Database

Perform compliance updates and requested changes to Merchant facilities

Warranty repair, replacement, tracking, inventory management & technical support of hardware & software.  Onsite support, upgrades & investigations. System analysis & generation of reports.

In this role you will be responsible for the day to day management of tier-1/2 customer phone, email and ticket requests, operating within ADVAM’s ITIL aligned Service Delivery framework. Interfacing with ADVAM Development teams who operate using an AGILE framework.

Problem solving and troubleshooting of both industry standard and bespoke software operating platforms and payment terminal systems. Responsible for performing daily checks on ADVAM’s unattended technology platforms, reporting on outcomes and escalating issues.

Provisioning of new merchant facilities within the ADVAM gateway.

Warranty repair, replacement, tracking, inventory management & technical support of hardware & software.  Onsite support, training upgrades & investigations. System analysis & generation of reports.

Requirements Include:

·         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

Qualifications

     

  • Professional and effective written and verbal communicator

  • Analytical problem-solving skills

  • Liaise with customers over the telephone and in person

  • Respond promptly to customer support enquiries

  • Provide support for Unattended devices onsite & offsite

  • Prepare & maintain appropriate documentation

  • Work with Project Implementation, 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 & remote maintenance plus upgrades when required

Job Requirements:

  • Understanding of basic IT & Network principles

  • Fault finding - Networking principles, IT hardware, Basic electronics

  • Proficient Microsoft Office, particularly in Excel & the use of pivot tables

  • Database SQL Experience

  • Minimum 2 years background in Electronics or IT

  • Analytical problem-solving skills

  • Customer service experience in the field or remote locations

  • OH&S awareness 

Job Requirements:

  • Police Check

  • Ability to work nights, weekends and overtime when required

  • Valid driver’s license

Work Environment:

  • Travel may be required (Domestic & International)

  • Carrying & lifting tool kits or parts or varying weights (1-20kg’s)

  • May require bending/squatting, walking/standing/sitting for prolonged periods

  • Exposure to outdoor sites, heat, rain and wind

  • Appropriate training will be provided

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 world’s leading companies continue 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.

Application Instructions

Applicants are encouraged to submit an electronic resume when applying for our positions. Job postings are open until filled, unless otherwise specified.