Field Support Specialist (POS Device) - Metro Manila

Field Engineer is part of the Device Management team under Merchant Services – Operations Department. This role is responsible for various on-site activities of the department including technical check-up and repair, project planning and device inspection, among others.

DUTIES AND RESPONSIBILITIES

• Responsible for on-site installation, reprogramming and troubleshooting of POS devices for both software and hardware
• Provides excellent customer service by providing a clear evaluation of reported issue vs. actual issue, and explains the actions needed for the resolution process
• Conducts merchant orientation for proper use and operation of the device and solutions, and ensures that merchant is properly educated about the its payment processing's scope and limitation
• Prepares complete and accurate Engineers Activity Report per servicing
• Ensures accurate SLA delivery by implementing strategic handling of daily activities
• Conducts random device inspection on merchants to ensure proper usage of device
• Responsible for POS device pull-out and replacement
• Collates merchant feedback and additional requirements and escalates this to the proper team to boost merchant satisfaction rate
• Others may be assigned

JOB QUALIFICATION

• College graduate preferably Engineering or Technical course
• Minimum of 2-3 years relevant experience in the financial and/or customer service industry
• Proficient in English both written and verbal communication
• Has motorcycle for field work activities

SKILLS

• Working knowledge of payment solutions offered locally in the Philippines
• Customer service or field support experience
• Good relationship management skills
• Strong value on teamwork and collaboration to achieve department goals
• Good analytical skills and problem-solving skills
• Strategic and critical thinking skills with ability to provide alternatives on complex situations
• Willing to work on weekends, holidays, and shifting schedules as needed