U.S. Bank Product Support Technician in Dublin 1, Ireland
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions.
Job DescriptionAt talech, we measure our success through the successes of our customers. We are driven by fulfilling our responsibilities in lifting small businesses to reach their goals, helping our clients grow in the hardest times, and continuously improving and expanding our services to suit the needs of our customers. We achieve our company goals through team inputs and experiences, top technologies, creativity, innovation, passion, a commitment to quality - and we believe in fostering a healthy work atmosphere for all our employees to learn and grow in. We strive to equip our agents to reach their full potential and allow for growth opportunities. We operate with honesty and full transparency with our staff, and have always done things this way.
What to expect working at talech:
Job Description: Product support technicians support our customers as the primary point of contact via Phone, Email, and Live Chat. We answer our customers’ technical questions as well as supporting them to successfully use our Point Of Sale systems, hardware and software. Above all, we aim to address customers with concern, empathy and energy as we help them run their businesses using our talech software. As a product support technician, your performance would primarily rely on handling inbound calls and messages to meet our CSAT and SLA standards.
Experience requirements prefered: Previous experience handling customer interactions via Phone, Chat, or e-mail preferred Previous experience troubleshooting and resolving technical issues preferred Previous experience helping start, grow, or run small business ventures requiring payment solutions. Previous experience in payments, banking, register, credit card or software fields preferred A bachelor’s degree and / or equivalent experience in a previous online technical support role or with point of sale systems (for retail & restaurants)
General Duties (Including but is not limited to): Be the primary point of contact for customers to handle and resolve customer inquiries via live chat, phone & email (we offer a 24/7 service and operate in tandem with our US team to achieve this) Troubleshoot & respond in a professional & timely manner by asking the proper questions and making sound judgements using your understanding of the product Identify patterns in customer issues, triage effectively, escalate critical issues and suggest improvements working in collaboration with our engineering, product and support operation teams
Schedule – 37.5 working hours per week, 5 days a week. Days/hours vary depending on shifts, but our current team is working 7.30am-4pm or 9am-6pm (lunch hour included). New hours may include evening shifts and are subject to change.
Remote work – our current team is working remotely but we expect to work hybrid or full-time in the Dublin office before the end of 2021, keeping with best practice and adhering to HSE Covid19 recommendations.
Training – all new product support technicians receive training and mentorship in their first month for a week or two depending on scheduling. You will be walked through the systems, protocols and etiquettes for resolving customer queries. Upon finishing this, you are integrated into the team and will have vast resources for answering new queries as you learn more about the talech systems. It is a supportive group to be a part of!
Performance Requirements: Knowledge, skills & abilities expected over time:
Meet performance standard expectations including Handle time, CSAT, and SLAs. Intimate knowledge of how businesses use register software and hardware to take payments Intimate knowledge of talech software, iPad, card readers, printers, and how they are networked. Ability to continuously and quickly pivot between customer service and technical issues Ability to independently solve, escalated and notate customer interactions on the contact Technically familiar with iOS operating systems (specifically iPads) and mobile payment systems Ability to explain technical steps or resolutions so any customer can follow and understand
Physical Requirements: While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Benefits: We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.