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Company Info

Ingenico Inc
Alpharetta, GA, United States

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Customer Service Help Desk Alpharetta, GA, US Requisition ID1150


Job ID:




Job Category:

Customer Service, Information Technology

Zip Code:







Customer Support: Call Center
IT-Software Development: Desktop Service and Support

Job Description:

Customer Service Help Desk
Alpharetta, GA, US
Worker Category :Hourly



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

Call Center

    Handles incoming calls and provide technical support related to Ingenico products (hardware and software) and troubleshooting 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

Account Management

    Manage all phases of customer account relationship.
    Maintains customer owned inventory
    Manages key encryption outsourcing
    Responsible for daily, weekly and monthly reporting of account activity.
    Creates customer, internal and vendor related reports as required.
    Sets and manages client expectations
    Develops lasting relationships with client personnel that foster client ties.
    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:


    Able to drive/conduct a large meeting

    Analytical ability

    Dynamic and meticulous



    Supervisory Responsibility:
    This position does not have supervisory responsibilities.



Job Requirements:

    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.

    Typing 50wpm

    Microsoft Word



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

The job may require alternate shifts and the shift schedule may change as required (may include weekends)

No travel is expected for this position.

DIRECTED TO OUR WEBSITE FOR YOUR APPLICATION PROCESS: https://workforcenow.adp.com/jobs/apply/posting.html?client=ingenicous

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.

Security Clearance:

NO Security Clearance

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