What are the responsibilities and job description for the Supervisor, Technical Support – Petro position at Verifone?
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
As the Verifone Helpdesk Team Lead, reporting to the Contact Center and Operations Manager, you will lead and develop Helpdesk Technical Support agents as they transition from training to the Production floor. This role is crucial in fostering the growth of our front-line representatives. You will enhance agents' strengths and improve their skills through regular coaching and development. Responsibilities include job shadowing, answering questions, conducting quality observations, coaching, and handling escalated contacts. Additionally, you will manage performance issues, administer attendance policies, and maintain project team records. Your goal is to ensure agents effectively use customer service and technical troubleshooting skills to resolve customer concerns while delivering a positive customer experience.
Skills and Experience we desire
- 5 years of customer service or support experience with minimum 2 years as a supervisor or lead.
- Excellent knowledge of customer service practices and procedures
- Ability to fosters a positive and encouraging work environment through call handling support and consistent coaching development.
- Proficiency in answering agent questions regarding best practices or difficult calls, and taking over escalated calls when necessary.
- Experience in monitoring, tracking, and identifying performance trends for the team.
- Maintains a comprehensive working knowledge of policies, procedures, and benefits across all product lines.
- Proactive engagement with employees to identify retention risks and take corrective action through coaching, development, and remedial training as needed.
- Able to build and maintain strong working relationships with contact center leadership, internal partners, subject matter experts, and call center employees to maintain a successful feedback loop.
- Collaboration with clients to address concerns and analyze prevalent call types and trends.
- Ability to appropriately redirect behaviors that negatively impact performance and culture.
- Experience in payment card industry is preferred.
- Other duties as assigned by Management.
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.
