Payment Hardware Specialist - Gilbertsville, PA Office Job at Gateway Ticketing
ARE YOU LOOKING TO BRING YOUR PAYMENT HARDWARE KNOWLEDGE TO A FUN, ENERGETIC, AND COLLABORATIVE ENVIRONMENT, IN THE EXCITING GLOBAL ATTRACTIONS INDUSTRY?
For 30+ years we’ve been providing innovative software solutions to some pretty cool industries including amusement parks, museums, attractions, and zoos and aquariums. We work with globally recognized destinations as well as lesser-known but locally loved attractions on six continents. We're looking for a Payment Hardware Specialist to join our team.
Main Function:
The Payment Hardware Specialist is an expert in the payment processing devices supported by Gateway Ticketing Systems. The Payment Hardware Specialist is responsible for ordering, configuring, troubleshooting, and explaining Verifone and FreedomPay devices. The Specialist will build relationships with FreedomPay, Verifone, internal Gateway departments, and the customers of Gateway. The Specialist cross-trains with the Hardware Staging Technician role.
Education and Experience:
High school diploma or equivalent.- A+ Certification preferred.
- Workshops or courses in Customer Service procedures a plus.
- 3-5 years customer service or hardware configuration experience.
Core Competencies:
Demonstrated, in-depth technical knowledge of supported Gateway Ticketing Systems software and solutions.- Proven experience with coordination of multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure.
- A demonstrated proficiency of Microsoft Office programs (Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint).
- A demonstrated proficiency in the advanced use and set up of Verifone and FreedomPay devices.
- A demonstrated proficiency in the advanced use and set up of Microsoft Operation Systems, such as but not limited to POSReady7, POSReady9, Win7, WinXP. Advanced knowledge of PCs, servers, and other peripheral devices.
- Ability to work/communicate to all levels of customers, management and knowledge-based personnel and always keep a professional demeanor. Excellent written and verbal communication skills.
- Ability to work both in a team environment and on an individual basis.
- Working additional hours beyond regularly scheduled hours as requested by management. Ability to travel up to 10% of the calendar year, which may include weekends and holidays.
Job Description:
Essential Duties
- Primary Responsibilities: Payment Hardware Lifecycle
- Quoting, Ordering, Procurement, & Onboarding
- Assist the Sales team and customers with Verifone and FreedomPay orders
- Process customer orders internally and externally with Verifone and FreedomPay
- Onboard new Verifone and FreedomPay customers and assist with device implementation requests
- Track Verifone and FreedomPay customer quotes, sales orders and issues in the internal help desk and vendor portals
- Customer Service
- Triage and resolve Verifone and FreedomPay related technical issues
- Work with Verifone and FreedomPay directly regarding orders, questions, issues, and repairs
- Attend and/or lead internal Verifone and FreedomPay trainings
- Implementation
- Deliver billable assistance for customer requests that fall outside the scope of support
- Review, test and verify new Verifone and FreedomPay devices
- Create, maintain, and distribute all Verifone and FreedomPay documentation
- Work with Marketing to develop customer facing communication
- Lead special projects related to Verifone and FreedomPay
- Vendor Relations
- Develop and maintain relationships with Verifone and FreedomPay contacts
- Attend weekly and biweekly Verifone and FreedomPay phone calls and meetings
- Escalate Verifone and FreedomPay issues as needed
- Secondary & Cross-Training Responsibilities: PC and Peripheral Hardware Lifecycle
- Staging and Order Fulfillment
- Building and configuring hardware and GTS software as supplied by Gateway generated orders or as provided by the customer/prospect; includes accurate documentation as required.
- Repair and Maintenance
- Providing accurate and efficient service for the repair of customer equipment (RMA’s).
- Hardware Validation
- Testing, analysis and documentation for hardware offerings selected to be placed in the new hardware lifecycle.
- Customer Service
- Providing accurate and efficient technical assistance as necessary to existing customers and prospects regarding hardware configurations in relationship to Gateway Ticketing Systems software. Documenting and updating issues in the help desk as reported by customers and co-workers on site.
General Duties:
- Complete all tasks and handle all situations in accordance with Gateway’s Core Values.
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, or participating in professional organizations.
- Communicate in a clear, concise and timely manner, including voicemail and email.
- Always promote and uphold the values, mission, and vision of the company.
- Read, understand, and comply with the Employee Handbook.
- Promote and adhere to all defined policies, processes, and procedures.
- Perform other tasks as required by management.
Physical Demands:
Ability to hear, see and speak adequately (with or without accommodations) to perform the essential functions of the job- Ability to perform repetitive movement actions including walking, standing and sitting for long periods of time to adequately perform the essential functions of the job
- Ability to lift up to 30 pounds
- Ability to work in inside environmental conditions
Diversity and EEO statement:
As an organization, we strive to maintain an environment and culture where all voices and perspectives are valued, where all team members are seen and heard, where opportunities are available to all who seek them, and where all employees feel they are able to bring their authentic selves to work each day. Diversity, equity and inclusion are an organizational priority, and we are committed to further building and strengthening these programs each year.
Gateway Ticketing Systems is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, biological sex, gender identity, gender expression, sexual orientation, national or ethnic origin, genetic information, disability, age, veteran status, family or marital status, or any other applicable legally protected characteristics.
No agencies, please.
We are not sponsoring visas at this time.
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