Description
Heartland POS team is growing once again! If you are tech savvy, detail oriented, and believe that every interaction with a customer should be a world-class experience, then you need to check out this job opportunity.
Job Summary:
As an Associate Technical Service Representative, you will work directly with Heartland POS customers (which are merchants, often in a retail and restaurant setting) in a call center environment, as well as Heartland Dealers. During your interaction with our customers, you will provide first-level technical support to end users by troubleshooting hardware, software, and networking issues.
Typical support calls are related to:
Basic network connectivity
Basic Windows user settings and configuration
POS (point-of-sale) software application support
Software Upgrades
File sharing
About Heartland:
Heartland, a Global Payments company, offers a fast paced environment with a casual flair - we have the option of wearing jeans, sneakers and t-shirts to work!
Our Indiana Service Center, located just 15 minutes from Downtown Louisville, has been named an Indiana's Best Employer and one of Computer World’s 100 Best Places to Work in IT.
Our Jeffersonville, IN site boasts a 275,000 square foot campus that includes an on-site day care, cafeteria serving breakfast and lunch, full-size outdoor basketball court, a 24 hour full service gym with indoor track, locker rooms with showers, personal trainers (that are FREE), fitness classes (that are FREE), and more! What more you might ask?? How about options for FREE EDUCATION! Yup, we offer a path for qualified employees to receive an Associates and/or Bachelor's degree in Business Administration. 100% company paid for (including books)! And there's even more that makes Heartland a great place to work. But you'll have to join our team to find out other reasons why nearly 90% of our employees rank us as a great place to work!
Major Job Responsibilities/Duties:
In a customer service call center, provide first-tier support for retail stores and restaurants using Heartland's point-of-sale software solutions.
Resolve end-user issues through step by step instructions related to hardware, software and networking support.
Field incoming support requests submitted through phone calls, emails, or online chat rooms.
Log all support requests and escalations in ticketing system.
Use remote connect capabilities to resolve issues when necessary.
Qualifications/Educational Requirements:
At least 1 year customer service experience, preferably in a call center environment.
+1 year of experience waiting tables in a server banking environment, major plus for this position.
Intermediate computer skills required including email, internet, Microsoft Windows programs and Office applications, iOS products.
Demonstrated ability to understand technical issues and troubleshoot technical issues with non-technical users.
Demonstrated understanding of specialty retail operations and technology requirements. Prior experience in specialty retail strongly preferred.
High School Diploma or equivalent required.
Desired Requirements:
At least 1 year experience providing technical support to end users.
A+ or Network+ certifications.
Experience working in a restaurant and/or retail setting. (Server or Retail Manager experience is a plus!)
Disclaimer:
The above statement is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of responsibilities, duties and skills required.
Heartland offers a competitive salary and a comprehensive benefits package to qualifying employees.
Heartland is an equal opportunity employer. M|F|D|V
Varying Equipment Experience - Laptop, Desktop, Wyse Thin Client, MAC
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