About the role
Why Verifone
For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.
Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.
Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located.
What's Exciting About The Role
The 1st-Level Technical Support (1L) is the first point of contact for merchants and customers within Verifone Payments' German Technical Support organization. The role covers the initial intake, categorization, and resolution of incoming support requests, with the goal of resolving straightforward cases directly and escalating more complex issues to 2nd-Level Support (2L) when needed.
Key Responsibilities
Initial Intake & Ticket Creation
- Receiving calls, emails, portal submissions and chats from merchants/customers
- Creating and categorizing cases in Salesforce (e.g., by case type: Download Software POS, Equipment Replacement, Technical Instruction Given, etc.)
- Initial prioritization and urgency assessment
Basic Troubleshooting
- Clarifying simple terminal issues (connectivity, restarts, basic configuration)
- Guiding customers through standard processes (e.g., Kassenschnitt/EOD [end-of-day close], simple receipt or printing issues)
- Handling standard software downloads and updates on POS devices
- Providing technical instructions ("Technical Instruction Given") based on known solution steps/scripts
Device & Logistics Processes
- Initiating simple equipment replacement processes in case of defects
- Recording serial numbers, coordinating shipping with partners such as CTDI
Documentation
- Careful documentation of each case in Salesforce (symptoms, steps, outcome) as the basis for reporting and, if necessary, escalation
Escalation
- If a case exceeds 1L capabilities (complex technical errors, system outages, recurring issues, special cases e.g. SIM connectivity problems), it gets escalated to 2L.
Skills and Experience We Desire
- German at an advanced level (approx. C1), especially in writing, as customer and merchant support is provided in German
- English at an intermediate level (approx. B2), the internal working language used with the team, in trainings, and in escalations
- Organized, detail-oriented, and comfortable working in a structured way following clear procedures
- Able to take ownership of cases from intake through to resolution or escalation
- Comfortable with basic technical troubleshooting and learning new tools (Salesforce, Five9 and other internal systems)
- Available for rotating shifts (08:00–17:00 and 10:00–19:00), including Saturday shifts
Our Commitment
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.