Field Service Technician: In Office

• Prepping of terminals in preparation for courier
• Package miscellaneous materials like till rolls and Nucards in preparation for courier.
• Prepping of new install terminals
• Providing technical assistance to Contact Centre
• Assist walk-in merchants.
• Assist Field Service Technicians with linking of terminals.
• Troubleshooting over the phone.
• Training of new employees.
• Compile monthly stats for Field Service Technicians allocated.
• Manage the distribution of Nucards to merchants.

• Attend to faulty terminals logged by merchants via the Contact Centre
• Loading of software onto point-of-sale terminals.
• Configuration of the terminal with the correct merchant number and terminal ID.
• Doing test transactions to ensure that the terminal is in working order before the terminal is couriered.
• Labelling and cleaning terminals before they are safely packaged for courier.

• Packaging of till rolls and Nucards to be couriered to merchants.
• Packaging of marketing material that needs to be couriered to merchants or NuPay offices in other regions.

• Prepping terminals and ensuring they are in working order before they are dispatched for installation.
• Labelling and cleaning of terminals before they’re installed.

• The In Office technician will assist the Contact Centre agents in resolving technical issues that merchants might be experiencing.
• Technical assistance is provided either via phone or the Contact Centre agent will come to the Technical Department.

• Compiling stats for Field Service Technicians to you on all new installs and service calls done daily when closing/completing job sheets.
• Stats to be sent to the Admin Clerk by the 2nd working day of the month.

• Monitor and process Nucard orders received via email and Ofbiz.
• Ensure they are correctly sent via courier or delivered by technician.

• Contact Centre
• Account Managers
• Sales Consultants

• To assist with technical queries and to provide updates on logged calls.
• To advise AM’s on any requests/challenges from merchants that’s outside the scope of the technician.
• To provide feedback SC’s regarding installations and any other NuPay products the merchant requires.

• NuPay Merchants
• Field Services Merchants
• Huge Connect Contact Centre
• Internet Service Providers

• To assist NuPay and merchants with technical issues over the phone.
• To assist Field Service merchants with technical issues over the phone.
• To configure Huge Connect pads.
• To assist merchants in getting their internet configured to enable connectivity to terminals.

• Matric

• A Customer Service-related qualification.

• 2 years’ experience in similar field

• Some knowledge of admin systems that integrate with NuPay systems will be advantageous
• Customer focused
• Strong oral and written English communication skills. Second language will be advantageous.
• Must have phone etiquette
• Must be able to assist merchants from different backgrounds
• Organisational and prioritisation skills.
• Technology and system savvy.
• Must be able to work within a team
• Must be punctual and reliable
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement

Altron