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Technical Service Representative

Company: Heartland Payment Systems
Location: Rochester
Posted on: July 15, 2019

Job Description:

Summary: Summary: Heartland School Solutions is a fast growing, computer software and service company in the School food service marketplace. We are seeking self-motivated, personable individuals with an aptitude toward training and customer service. We offer a fun work environment, competitive wages and excellent benefits. Our products have continued to set the standard for product development and customer support that the rest of the industry is measured by. Job Details: Job Details: Technology Support Receive inbound calls and works with customers to analyze and resolve software operations issues. Assists customers with data issues, report development and use, data entry and other advanced system functions. Analyze customer software usage and efficiency and develops opportunities for maximizing the same. Analyze customer network components/architecture and advise customers on methods to maximize system performance. Manages unresolved or open problem tickets to successful completion. Researches, documents and communicates customer problems. Uses appropriate information systems to enter status and flags unresolved items for follow-up. Uses eBLVD, WebEx or other remote support tools as needed. Works with colleagues to maintain appropriate records and reports. Technology Training Provides comprehensive training on system operations to managers and other system users. Training and on-site support for meal periods and end of day process including balancing drawers and running of pertinent reports. Provide on-site team leadership during system implementation. Reviews and confirms POS database settings including data paths and network permissions to ensure proper system utilization. Installs POS hardware and peripherals and ensures appropriate setup of POS hardware. Travels, by air or car in accordance with company travel policy, up to 20% of the work year completing POS On-Site implementations (installation, training and go-live support). Perform remote training and set-ups as directed or scheduled. Monitors and mentors customer on scheduled go-live day(s). Software Quality Assurance Test products and processes as needed. Identify and report problems to the development team. Devises strategies to improve the use and functionality of POS product Monitors and supports beta test customers. Knowledge and Skill Requirements - Must demonstrate outstanding communication (written, verbal and listening) skills, intuition and follow-through; combined with professional phone etiquette and a caring attitude. - Ability to effectively present information and respond to questions from clients, customers, and the general public. - Experience as a trainer of software is a plus. - Customer support experience in a call center or helpdesk environment is a plus. - Possesses the ability to relay technical information to non-technical users. - Possesses the ability to quickly learn software applications. - Knowledge of computers, general networking concepts, internet usage, Microsoft Office (Word, Excel). - Possesses working knowledge of Microsoft SQL Server Standard and Express editions is a plus. - Ability to write SQL scripts a plus. - School (K-12) food service (USDA Food & Nutrition Services) knowledge is a plus. - Strong organizational skills with the ability to multitask and prioritize. - Associates or Bachelor degree preferred. - Air travel is required in accordance with company travel policy. - Valid driver's license required with the ability to legally rent and drive car's within the continental US in accordance with company travel policy. - Applicants must be able to provide proof of employment eligibility if hired. Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department. Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Keywords: Heartland Payment Systems, Rochester , Technical Service Representative, IT / Software / Systems , Rochester, New York

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