Contact Centre Operator L1 (night shifts)

Payments happen everywhere, in busy city streets, local neighbourhood shops, and across millions of digital touchpoints at any hour of the day! In most of these moments, Ingenico is quietly powering the point of sale where a customer pays. 

As a global leader in payment acceptance, we help retailers, banks, and payment providers make every transaction simple, secure, and seamless for millions of consumers worldwide. 

With a presence in more than 30 countries and a team of over 4,000 experts, we have been shaping the future of commerce for more than 40 years. Trust, innovation and care guide everything we do, and we empower our people to build the technology that moves commerce forward and makes a real impact on the future of payments tech.

 

 

The impact you’ll have
Payments run around the clock and so do we! Our team is always on, ready to help customers resolve technical issues whenever they arise. As part of our 24/7/365 support team, you’ll be the first point of contact for Level 1 incidents. You’ll thrive in the quiet hours, tackling a wide range of sometimes unclear issues, keeping customers supported, service levels strong, and payments moving.

What you will be doing.

• Incident management and support requests (ITIL)
• POS Terminal support, e.g. configuration or maintenance updates

• Windows support, configuration and maintenance
• 3rd party technician management
• Escalating incidents to Level 2 or MIM team when required
• Share job knowledge support and contribute to knowledge based articles
• Project work with clients when required
• Maintain high level quality assurance score and customer satisfaction

Working pattern

• For the first 4 weeks, you’ll be required to attend our Preston office during the day to complete our comprehensive training and learning program.
• Nightshifts will begin after training
• 37.5 hours / week for 4 nights per week
• You’ll receive the roster 4 weeks out.
• Night shifts are work from home.

 

What helps you succeed.

 

• Experience working in a team in a Service Desk support environment
• Experience in POS hardware and software highly regarded
• Experience in and love for night shifts.
• Self motivated, reliable and serious about giving great customer service.
• Intermediate Excel skills (Data analysis, pivot tables, reports)

• Good analytical skills and the ability to make sense of complex problems quickly

• Intermediate to advanced knowledge of XML, (ability to understand and determine root cause)
• Knowledge of working within an IT Service Management tool i.e. ServiceNow (SNOW) or BMC Remedy an advantage
• Technically minded with a working understanding of XML, SQL, Batch, VBScript and MS Windows registry, Network hardware and Network protocols an advantage.

 

 

Why you’ll love working here.

• Corporate discounts & recognition
• Birthday leave
• Paid primary caregiver parental leave (including fertility leave, adoption leave, foster carer/guardian leave, & grandparent leave)
• Public holiday swapping
• Flu vaccinations
• Office fruit box
• Social club
• Employee Assistance Program
• Salary continuance and life insurance
• Learning & development opportunities

 

 

If you are looking for a stable role, a positive team and a workplace where people look out for each other, we would love to hear from you!


Our Commitment to inclusion and belonging

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate based on 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. Ingenico welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone. To learn more about what it's like working inside Ingenico, follow us on LinkedIn