Service Specialist, Tempus Technologies

PNC Bank•Auburn, IN

14d•Onsite

About The Position

Founded in 1987, Tempus Technologies is the expert leader of secure payments at the point of interaction. We're committed to developing exceptional point-of-sale payment integration technology and software solutions to meet the growing needs of our customers' business requirements. As a leader in the industry, we recognize our employees as one of our greatest assets. Tempus is growing and our team is growing with us, allowing for unlimited possibilities for career advancement and the potential for employees to develop their own individual career paths. As a Service Specialist within Tempus Technologies, subsidiary of PNC, you will be based in Auburn, IN. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description Provides technical support and coordination for the Services management function for a specific client or group of clients. Identifies and investigates service-related problems. Implements or escalates corrections as appropriate. Assists in defining and deploying problem management processes and procedures for specific clients. Coordinates activities with other service areas and functions. Develops, documents and disseminates process changes and improvements. Participates in problem reviews, root cause analysis, trend analysis and audits. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Requirements

1-3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services
Sound decision making, while being able to agreeably present a different viewpoint.
Facilitative leadership ability with strong interpersonal communication (oral and written communication)
Effective written and verbal communication
Able to communicate verbally and in writing with internal and external clients.
Able to explain technical issues in simple terms.
Contributes technical documentation.
Self-Starter with high level of motivation
Team player and collaborator; ability to build strong partnerships.
Effective influencing skills
Positive/can-do approach and ability to embrace change.
Strong organizational, time management, prioritization, problem solving and delegation skills.
Technical Acumen
Excellent judgment and decision-making skills
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Nice To Haves

Bachelor’s degree in computer science or related technology field is preferred but not required.
Change Management
Debugging
Process Improvements
Relationship Building
Root Cause Analysis (RCA)
Trend Analysis
Effectiveness Measurement
ITIL Service Delivery
IT Service Improvement
IT Standards, Procedures & Policies
Problem Solving
Process Management

Responsibilities

Handling customer technical support cases through phone and email submission
Hands-on troubleshooting device support and integration
Create Jira Service Desk tickets and work them through the support process to closure.
Remote support for Call Center
Collaborate with Sr Tech to find a resolution to merchant issues.
Create Jira Service Desk tickets for potential bug fixes and feature requests.
Simple log analysis
Transaction Inquiries & Basic Customer Reports
Acts as SME/Point of Contact for Standard Support Clients
Provide merchant training on functions of software and hardware.
Contribute to training documentation for team knowledge growth.
Monthly rotation of after-hours weekday and weekend support

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service.