Supervisor, Technical Support – Petro

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.

What's exciting about the role

Job Profile Summary

Verifone is currently seeking a Help Desk Team Leader who will be responsible for leading and developing support for our Tier II Technical Support production agents. As an ongoing effort to provide not only a stellar customer service experience, but also stellar front-line employee experience, the Team Leader will be responsible for improving people's knowledge, skills, and performance through frequent coaching and development. The role includes answering questions, conducting quality observations, coaching and development to reach goals and handle escalated contacts.  The Team Leader is also responsible for functions such as managing performance issues, administering attendance policies, and maintaining project team records. The Team Leader will ensure our agents can effectively use customer service and technical troubleshooting skills to resolve customer concerns while providing a positive customer experience.

Essential Duties and Responsibilities

• Fosters a positive and encouraging work environment through call handling support and real time feedback
• Answers frontline agent questions regarding best practices or difficult calls
• Acts as a knowledge resource
• Monitor, tracks, and identifies performance trends for assigned team
• Research and assist in handling complex calls
• Proactively engage with employees to identify retention risks and take corrective action through coaching, development, and remedial training as needed
• Schedule flexibility is required
• Maintains working relationships with contact center leadership, internal partners, subject matter experts, and call center employees to preserve a successful feedback loop.

Knowledge and Experience

• Excellent knowledge of customer service practices and procedures
• Exhibits clear written and verbal communication skills
• Tailors' communication to the specific audience and situation
• Builds appropriate rapport
• Ability to adapt to different learning styles
• Technical Support experience in a Help Desk environment
• Resolves conflict with others in a professional manner
• Excellent telephone and communication skills
• Ability to identify key issues and present viable solutions
• Detailed and able to work with instructional manual and materials to use as aids
• Practical computer skills including use of MS Windows and MS Office
• Appropriately redirects behaviors that negatively impact performance and culture

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.