Field Service Technician: In Office

TitleField Service Technician: In Office

Job Description

KEY RESPONSIBILITIES:

Heading

Prepping of terminals in preparation for courier

Package miscellaneous materials like till rolls and Nucards in preparation for courier.

Prepping of new install terminals

Providing technical assistance to Contact Centre

Assist walk-in merchants.

Assist Field Service Technicians with linking of terminals.

Troubleshooting over the phone.

Training of new employees.

Compile monthly stats for Field Service Technicians allocated.

Manage the distribution of Nucards to merchants.

CORE RESPONSIBILITIES:

Prepping of terminals for courier

Attend to faulty terminals logged by merchants via the Contact Centre

Loading of software onto point-of-sale terminals.

Configuration of the terminal with the correct merchant number and terminal ID.

Doing test transactions to ensure that the terminal is in working order before the terminal is couriered.

Labelling and cleaning terminals before they are safely packaged for courier.

Packaging of miscellaneous materials

Packaging of till rolls and Nucards to be couriered to merchants.

Packaging of marketing material that needs to be couriered to merchants or NuPay offices in other regions.

Prepping of terminals for new installs

Prepping terminals and ensuring they are in working order before they are dispatched for installation.

Labelling and cleaning of terminals before they’re installed.

Providing technical assistance to Contact Centre

The In Office technician will assist the Contact Centre agents in resolving technical issues that merchants might be experiencing.

Technical assistance is provided either via phone or the Contact Centre agent will come to the Technical Department.

Compile monthly stats for Field Service Technicians allocated

Compiling stats for Field Service Technicians to you on all new installs and service calls done daily when closing/completing job sheets.

Stats to be sent to the Admin Clerk by the 2nd working day of the month.

Manage the distribution of Nucard orders to merchants

Monitor and process Nucard orders received via email and Ofbiz.

Ensure they are correctly sent via courier or delivered by technician.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

Contact Centre

Account Managers

Sales Consultants

Reasons for Interaction:

To assist with technical queries and to provide updates on logged calls.

To advise AM’s on any requests/challenges from merchants that’s outside the scope of the technician.

To provide feedback SC’s regarding installations and any other NuPay products the merchant requires.

External:

NuPay Merchants

Field Services Merchants

Huge Connect Contact Centre

Internet Service Providers

Reasons for Interaction:

To assist NuPay and merchants with technical issues over the phone.

To assist Field Service merchants with technical issues over the phone.

To configure Huge Connect pads.

To assist merchants in getting their internet configured to enable connectivity to terminals.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

Matric

Professional Qualifications

A Customer Service-related qualification.

Years of Experience

2 years’ experience in similar field

Other requirements

Some knowledge of admin systems that integrate with NuPay systems will be advantageous

Customer focused

Strong oral and written English communication skills. Second language will be advantageous.

Must have phone etiquette

Must be able to assist merchants from different backgrounds

Organisational and prioritisation skills.

Technology and system savvy.

Must be able to work within a team

Must be punctual and reliable

Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.

Ability to maintain supreme levels of ethical behaviour and confidentiality.

Ability to identify opportunities for improvement

Education

Languages

R-8407