Field Technician at Sureswipe

Job description

Purpose of the Role:

• The successful candidate is a self-starter with field service technician expertise within the merchant services / financial services industry, who strives to exceed client service expectations and is able to work independently with little supervision.
• He/she will drive service success with the goal of improving client satisfaction, maximizing client retention, increasing profitability and ensuring that the overall Sureswipe experience is a positive and memorable one.
• As a valuable installation, repair and maintenance technician, you will not only be able to apply your technical & product knowledge but also your client facing skills (clear communication & training) to continue to enhance client trust, build rapport, and drive yourself and your team to meet targets & goals.
• Oversea billing process, perform checks and ensure completeness and accuracy

Role description:

• Provide service and client support during onsite visits and have the ability to deal sensitively with clients who have malfunctioning equipment
• Managing all on site installation, repair, maintenance, testing, and then providing instructions to the client on the proper use of the device
• Comprehend client & case requirements, diagnose errors or technical problems to determine proper solutions in collaboration with internal service teams
• Effectively deliver fraud & device training to the merchant & their staff
• Operate the company vehicle in a safe & responsible manner and use the field automation system (App) to produce timely and detailed case work orders
• Collaborate with client onboarding and services teams as well as share information across the organization
• Effective case management – ensure that all cases assigned to be completed accurately and within given time frame
• Efficient administration - All admin completed in real time via the field automation system (App)
• Accurate stock management - Complete the stock quality assurance process - testing of devices on allocation and all new software releases
• Take responsibility for your boot stock including managing returns of faulty / damaged stock within agreed TAT
• Ability to work flexible shifts and to adapt to changing work schedules

Skills:

• Excellent client service skills
• Strong problem-solving skills
• Must be able to work quickly under pressure without supervision
• Meet deadlines, whilst maintaining a positive attitude and providing exemplary client service
• Strong data capture & administration skills
• Can do, proactive attitude
• Excellent communication skills - written & verbal
• Ability to build and maintain relationships
• Planning and organisational skills
• Strong time management skills
• Attention to detail
• Task orientated

Qualifications:

• Matric
• A+ (Advantageous)
• 2yrs experience in Hardware and Software
• MS Office proficiency

Experience:

• Minimum of 2 years’ client care experience essential
• Proven field service & training experience
• Ability to troubleshoot, test, repair and service technical equipment
• Previous experience in financial sector advantageous