Customer Service Representative

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Publish Date: Nov 25, 2022

Location: Alpharetta, GA, US

Company: worldline

Ingenico is the global leader in payments acceptance solutions. Our world-class terminals, solutions and services enable the global ecosystem in the new world of payments acceptance. We are the trusted technology partner to 1,000+ banks, acquirers, ISVs, payment aggregators and fintech customers and we deploy 40 million POS terminals around the world for retailers ranging from small merchants to some of the best-known global brands. As the world’s largest payment acceptance network, powered by 4,000 employees in more than 50 countries, we provide smart, trusted, and secure solutions with a local and international reach. Our solutions enable merchants to simplify payments, delivering speed, security, and flexibility to enhance greater customer engagement. With 45 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. Our strengths in innovation are matched by the power and robustness of our platforms, the security of our solutions and the quality of our services. At Ingenico, trust and sustainability are at the heart of everything we do. .

Title: Customer Service Help Desk Classification: Non-Exempt Salary Grade: Reports to: Service Desk Manager Revised: October 2021 ___________________________________________________________________________________________

Summary: The Ingenico Customer Service Help Desk provides 24/7 support to our customers. As a Customer Service Help Desk Representative, you will be responsible for responding to and resolving all requests via the customer’s web portal, email or by phone, regarding equipment repairs, RMA status, etc. It is imperative for this individual to have a professional company image through phone interaction. In addition, the Customer Service Help Desk Representative role will be heavily focused on data entry and productivity in managing electronic service requests into our various systems. The role will interact with Customer Support Account Management, Warehouse Support, Technical Support and the client Support team to provide the best results.

Essential Functions/ Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Call Center

· Handles incoming calls in a shared Call Center environment

· Handles RMA setup for incoming requests for equipment repair

· Schedules freight carrier pickups using Web based applications

· Responds to customer requests for RMA status

· Possess knowledge of Ingenico products, repair pricing and basic functionality

· Builds a knowledge base of each client's account, contact information, products, accessories and specific handling of account

· Possesses knowledge of Contract Customer Accounts and SLAs for each and insures quality performance is maintained

· Date Entry of service requests in various Ingenico systems

· Sets and manages client expectations

· Communicates effectively with clients to identify needs

· Continually seeks opportunities to increase customer satisfaction and deepen client relationships.

· Identifies opportunities for improvement and makes constructive suggestions for change.

· Perform other job-related duties as assigned

Competencies / Skills Requirements:

Behavior skills:

· Discretion

· Able to drive/conduct a large meeting

· Analytical ability

· Dynamic and meticulous


· English

Supervisory Responsibility: This position does not have supervisory responsibilities.

Required Education Experience Requirements:

· High School Diploma or GED

· Previous Call Center or Customer Service experience.

· Must be able to follow oral and written instructions, maintain detailed records and monitor inventory activity.

· Strong written and oral communication skills.

· Possesses general computer skills including the use of Microsoft Windows and Microsoft Office products. Outlook Email and Crystal Reports.

· Data Entry experience and experience working in Enterprise level software systems

· Typing 50wpm

· Microsoft Word

· Outlook

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Travel: No travel is expected for this position.

AAP/EEO Statement: Ingenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Ingenico is proud to be an equal opportunity employer. We do not discriminate on the basis of religion, color, ancestry, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age, disability status or other legally applicable protected characteristics. .

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

Job Segment: Customer Service Representative, Call Center Representative, Help Desk, Information Technology, Call Center, Customer Service, Technology