Ingenico is the global leader in payments acceptance solutions. Our world-class terminals, solutions and services enable the global ecosystem in the new world of payments acceptance. We are the trusted technology partner to 1,000+ banks, acquirers, ISVs, payment aggregators and fintech customers and we deploy 40 million POS terminals around the world for retailers ranging from small merchants to some of the best-known global brands. As the world’s largest payment acceptance network, powered by 4,000 employees in more than 50 countries, we provide smart, trusted, and secure solutions with a local and international reach. Our solutions enable merchants to simplify payments, delivering speed, security, and flexibility to enhance greater customer engagement. With 45 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. Our strengths in innovation are matched by the power and robustness of our platforms, the security of our solutions and the quality of our services. At Ingenico, trust and sustainability are at the heart of everything we do.

Please note, this is a 12 months fixed-term contract!

Overview:

We're looking for an exceptional Helpdesk Agent to join our Contact Centre. This role consists of providing advice, guidance, and technical support to our customers who use our hardware and services to accept payments in store, using card payment machines. You'll be joining a dynamic team to provide end-to-end support, enabling businesses to offer card payments to their customers. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.

Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance. On site free parking is also available.

We work an 8 hour, 4 shift pattern between 8am and 6:15pm, Monday to Friday which includes 1 full weekend every 4 weeks with weekdays off to compensat.

Responsibilities:

• You are the first point of contact for our customers, you will handle enquiries/technical support and requests via telephone
• You ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customers
• You triage and solve problems, using appropriate support tools and knowledge articles
• You ensure a prompt resolution to incidents raised by our customers and where resolution is not possible, assignment to Level 2 Support will be undertaken
• You manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clients

Key Skills:

• Previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industries
• You are comfortable using a PC and able to navigate multiple windows
• You possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of business
• You can work in a fast-paced environment and effectively as part of a team
• You pay attention to detail to ensure that our customers receive the best service possible

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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