Support Center Specialist

2 days ago

Schaumburg, United States PayComplete Full time

About the Company:

PayComplete is the global leader in physical finance, dedicated to innovating self-service experiences and operations for both consumers and employees. It serves a broad range of industries, including retail, transportation, financial services, vending, cash centers, mints and more. Industry leaders such as HMS Host, work with PayComplete to make their transaction-based businesses more innovative, agile, and efficient.


Main Purpose:

The Support Center Specialist acts as the first point of contact for our customers, coordinating a range of service requests, and responding to customer issues via phone or email. They are responsible for ensuring the customer receives the best possible service when logging service calls. In addition to logging the calls, you will also provide first level technical support and act as customer liaison providing updates on the progression of their call. You will also be required to liaise with internal departments to ensure the smooth resolution of the issue. This role involves pro-active communication with customers, field engineers and other parties. The Support Center Specialist is owning all calls from the moment they are logged up to their resolution.


Main Responsibilities:

  • Serves as the gateway for the acceptance and resolution of all customer support requests.
  • Log and correctly classify all customer support requests.
  • Provide the end customer with first line technical support with the objective to remotely.
  • resolve customer support requests wherever possible at the customers full satisfaction.
  • Use of cash management solutions made available to assist in customer support process.
  • Coordinate spare parts orders for customer self-replacement.
  • Initiate onsite visit by Field Service Technicians as required to resolve machine issues.
  • Monitor incoming customer support requests and open service tickets for SLA expiration.
  • Make outbound calls and take inbound calls to/from the Field Service Technicians to support
  • their daily machine visits.
  • Ensure all non-service-related calls from customers are promptly identified, appropriately logged and passed on to the correct person/department manager for attention e.g. complaint, customer requirement for stock, sales, billing query.
  • Log all Field Service Technicians visits to customer sites for routine servicing and maintenance agreements.
  • Highlight any high volumes of any outstanding service calls to the Support Center Manager.
  • Record all customer comments and complaints and ensure their escalation to the correct team for resolution, and, where necessary after resolution, make a courtesy call to the customer.
  • Assist with any Customer Success Projects that might be introduced.
  • Ensure the correct use of computer programs, tools and processes and use diligently throughout resolution process.
  • To be aware of any Service Department KPI’s to fix machine faults.
  • Liaise with the Support Center Manager if assistance is needed in prioritization of service
  • requests and onsite interventions.
  • Assist in identification and analysis of recurring errors.
  • To perform any other duties appropriate to the grade and role of the post holder.


Education and Experience Requirements:

  • Minimum of two years’ experience in Customer Service and Phone Support preferred.
  • Excellent communication skills, verbal and written as well as listening skills.
  • A background or affinity with (payment) technology is preferred.
  • Basic PC literacy
  • Keyboard proficiency
  • An understanding of geographical areas and ability to utilize mapping tools for assigning work orders.
  • Understanding of Windows-based applications/tools.
  • Relationship building skills.

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