Terminal Services Technician (Bilingual - French/English)

Overview

Leveraging deep integrations into retailers' point-of-sale systems, InComm is revolutionizing the commerce experience through innovative payments technology. InComm leverages end to end solutions to bring branded activatable products to retailers both in store and digitally. Our process includes everything from card printing, inventory management and forecast analytics, to the development and integration of activation technology in point of sale machines world-wide. From there we leverage our backend platform as a service technology to drive product activation to the tune of several thousand card activations every second. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers.

InComm is headquartered in Atlanta, GA with a presence in over 30 countries, an organization of approximately 3,000 employees, several hundred international technical patents, and a network that includes over 600,000 points of retail distribution. With innovation as our number 1 company value, our speed to market for new products and services is accelerating rapidly and quickly positioning InComm as a global leader in fintech innovation. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

About This Opportunity

The Bilingual (English/French) Terminal Services Technician will be responsible for delivering superior quality customer support to InComm's merchants for all terminal related issues. This is a Tier II support position that involves anything from performing software upgrades, project management, responding to tickets, investigating terminal issues, communicating remotely with merchants and various internal teams, etc.

Responsibilities

* Enable terminals that have been shipped to merchant locations.

* Perform software upgrade to terminals in the field as needed.

* Actively participate in documenting any new troubleshooting process in team's centralized repository.

* Assist with task outside the departments ticketing process; menu testing, terminal provisioning.

* Reviewing Idle Terminal reports and following up with merchants to investigate why a terminal has been idle (i.e., "no sales").

* Support Special terminal-related projects as assigned.

* Troubleshooting terminal issues at a tier 2 level from a trouble ticket queue.

* Escalates all customer issues to ICT Operations Manager or Project Manager to assure immediate customer support/resolution.

* Always observes contractual obligations, turnaround time, call back time.

* Support all systems in accordance with department guidelines

Qualifications

* Must be fluent in both English and French

* At least 5 years of previous call center experience (other related experience may be taken in to consideration)

* High School Diploma or technical equivalent

* Must have superior verbal and written communication skills

* Must be proficient in MS Office (Primarily Excel and Access)

* Experience supporting internal and external customers

* Excellent troubleshooting abilities

* Ability to walk remote customers through complex setup and configuration settings

* Understanding of QA process and testing

* Manage small to medium projects using Microsoft based tools

Understanding of QA process and testingInComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.

* This position is eligible for the Employee Referral Bonus Program - Tier I