Helpdesk Manager

Helpdesk Manager, Regular contract,
United States (US)

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 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. At Ingenico, trust and sustainability are at the heart of everything we do.

Within the… department which mission is to…

You will report to… and will have for mission to…

Summary:

The Help Desk Manager position is responsible for providing quality and efficient customer service to customers through the daily management of a team of Customer Service Representatives which includes motivating, coaching, counseling, training, problem solving, meeting repair and response time SLA’s, on time billing, reporting on exceptional processing of RMA’s and serials (pending configuration and pending PO and customer account reports submitted by the Customer Service Representatives). Additionally, the position is responsible for assisting the Director of Hardware Services and Customer Services Account and Project Managers with development, analyses, and implementation of reporting, training, scheduling, and reporting activities within the Customer Service Team. This manager will have responsibility and serve as the point of contact for managing and maintenance of our outsourcing vendor relationship. The HelpDesk Manager is responsible for meeting all deadlines which requires working internally and externally to achieve these goals.

Essential Functions/ Responsibilities:

Customer Service Leadership:

• Provides daily direction and communication to Customer Service Representatives so that customer service calls, emails, and tickets are answered in a timely, efficient, and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operation, efficiency and service to both internal and external customers including the 3rd party vendor.
• Provides statistical and performance feedback and coaching on a regular basis to each team member and the vendor.
• Is available for employees who experience work/training related issues and provides appropriate coaching, direction and resolution
• Responsible to Improve customer service experience, create engaged customers programs and initiatives and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Develop service procedures, policies and standards
• Ensures Customer Service Representatives have appropriate training and other resources to perform their jobs
• Create Standard Operating Procedures to ensure the Customer Service team operates according to the procedures
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest potential
• Prepare shift schedules as well as the backup schedules for the Customer Service Team. Also ensures that shifts are appropriately staffed during holidays and other days where Ingenico offices are closed or plan to close early
• Works as a member/leader of special or ongoing projects within the Customer Service Team that are important to area/process improvement (examples include but are not limited to Metrix, Ticketing System Software, email integration within CIC, Sales Force and Estate Manager/IngEstate Implementation)
• Establishes work procedures and processes that support he company and departmental standards, procedures and strategic directives
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Identifies opportunities for improvement and makes constructive suggestions for change
• Assists in hiring process of new Customer Service Representatives

Customer Service Helpdesk Responsibilities:

On a day to day basis, as required:

• Handles customer service interactions (incoming calls, emails, tickets, web chat requests) in a shared Call Center environment
• Provide technical assistance and answer questions for Ingenico customers as relates to Ingenico products and software; includes all hardware and software
• Handles RMA setup for incoming requests for equipment repair
• Schedules freight carrier pickups using web based applications
• Responds to customer request 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 SLA’s for each and insures quality performance is maintained
• Manage all phases of customer account relationship
• Maintains customer owned inventory
• Manages key encryption outsourcing
• Responsible for daily, weekly and monthly reporting of account activities
• Communicates effectively with clients to identify needs
• Assist Customer Service Account/Project Managers
• Performs all billing, daily, weekly and monthly customer reporting, exception RMA processing (pending configuration, pending PO and quotation requests)
• Perform other job-related duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies / Skills Requirements:

• Proven working experience as a service desk manager
• Strong client-facing communication skills
• Advanced problem solving skills
• Ability to work with minimal supervision
• Advanced troubleshooting and multi-tasking skills
• Database or report writing
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• Crystal Reports or SSRS

Supervisory Responsibility:
Provides guidance, leadership, or training to other employees

Required Education/Experience Requirements:

• BS degree in Business Administration or related field
• Minimum of 5 years customer service management experience
• Coaching and training skills
• Some inventory control experience

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 must be able to remain in a stationary position throughout 75% of the day. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. This position requires the constant operation of a computer and other office productivity machinery, such as a calculator; copy machine, and computer printer. The person in this position frequently communicates with both internal and external clients. Must be able to exchange accurate information in these situations. Must be able to bend, stoop and lift up to 30 pounds in order to assist with installation process.

Work Environment:

This job operates in a professional office environment; some exposure to the warehouse and conditions therein. The job may require alternate shifts and the shift schedule may change as required (may include weekends).

Travel:

Up to 20% of International and Domestic travel may be required

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.

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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