Service Specialist, Tempus Technologies

Position Overview

Founded in 1987, Tempus Technologies is the expert leader of secure payments at the point of interaction. We're committed to developing exceptional point-of-sale payment integration technology and software solutions to meet the growing needs of our customers' business requirements. As a leader in the industry, we recognize our employees as one of our greatest assets. Tempus is growing and our team is growing with us, allowing for unlimited possibilities for career advancement and the potential for employees to develop their own individual career paths.

As a Service Specialist within Tempus Technologies, subsidiary of PNC, you will be based in Auburn, IN.

Responsibilities:
• Handling customer technical support cases through phone and email submission
o Hands-on troubleshooting device support and integration
o Create Jira Service Desk tickets and work them through the support process to closure.
o Remote support for Call Center
o Collaborate with Sr Tech to find a resolution to merchant issues.
o Create Jira Service Desk tickets for potential bug fixes and feature requests.
o Simple log analysis
o Transaction Inquiries & Basic Customer Reports
o Acts as SME/Point of Contact for Standard Support Clients
• Training
o Provide merchant training on functions of software and hardware.
o Contribute to training documentation for team knowledge growth.
• Emergency after hours and weekend On Call
o Monthly rotation of after-hours weekday and weekend support

Skills/Qualifications:

Education:
• Bachelor’s degree in computer science or related technology field is preferred but not required.

Experience:
• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services

Skills:
• Sound decision making, while being able to agreeably present a different viewpoint.
• Facilitative leadership ability with strong interpersonal communication (oral and written communication)
• Effective written and verbal communication
o Able to communicate verbally and in writing with internal and external clients.
o Able to explain technical issues in simple terms.
• Contributes technical documentation.
• Self-Starter with high level of motivation
• Team player and collaborator; ability to build strong partnerships.
• Effective influencing skills
• Positive/can-do approach and ability to embrace change.
• Strong organizational, time management, prioritization, problem solving and delegation skills.
• Technical Acumen
• Excellent judgment and decision-making skills

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

- Provides technical support and coordination for the Services management function for a specific client or group of clients.
- Identifies and investigates service-related problems. Implements or escalates corrections as appropriate.
- Assists in defining and deploying problem management processes and procedures for specific clients.
- Coordinates activities with other service areas and functions. Develops, documents and disseminates process changes and improvements.
- Participates in problem reviews, root cause analysis, trend analysis and audits.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

- Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
- Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

## Preferred Skills
Change Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend Analysis

## Competencies
Effectiveness Measurement, ITIL Service Delivery, IT Service Improvement, IT Standards, Procedures & Policies, Problem Solving, Process Management

## Work Experience
Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

## Education
Bachelors

## Certifications
No Required Certification(s)

## Licenses
No Required License(s)

Language Assessments

No Required or Preferred Language Assessments

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit  pncthrive.com .

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Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [email protected] . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.