Support Technician ES-FR

Where: Rome (Italy)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Spanish or French

Primary Responsibilities

  • Provides technical troubleshooting for MoneyGram’s Partners across the globe in regards to the POS systems.
  • Answers a variety of technical and informational calls in regards to the use of a number of MoneyGram’s Point of sales applications by identifying procedures and following them to resolve issues.
  • Assists Partners with making changes to the operation of the POS. This includes but is not limited to product configurations, software upgrades, ISI setting changes, etc.
  • Makes decisions and documents information regarding the replacement and shipping of POS hardware.
  • Examines and makes recommendations regarding returned failed equipment for possible field solutions.
  • Ensures each case is thorough and accurate. If unresolved, proper escalation procedures must be followed to pass the ticket on for resolution.

Education

  • High School Diploma/GED or equivalent outside of US.

Experience

  • 1-year experience in a Technical Support Center or Customer Care environment.

Essential Skills

  • Demonstrated customer service experience.
  • Bilingual in English and French or Spanish.
  • Proficiency with Microsoft Word, Excel and Outlook.
  • Previous experience supporting POS equipment.
  • Ability to solve technical problems; experience in troubleshooting technical issues.
  • Understanding of relationships between hardware and applications.
  • Good written communication skills including the ability to provide detailed documentation.
  • Ability to follow through on open issues and handle multiple priorities in a fast paced environment.
  • Call tracking / case management software experience preferred.
  • Knowledge of MGI POS Technology and internal applications preferred.
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