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Service Specialist - Tempus

Company: PNC Financial Services Group
Location: Auburn
Posted on: January 16, 2022

Job Description:

Job Profile

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. This role can be located across the bank's footprint.

Reporting to the Product Support Technical Lead, this role is responsible for technical service support to internal and external clients including fielding resolving technical service issues, providing troubleshooting support, and identifying features/solution requirements to sustain Tempus products, services, clients, and third-party partners. Also, this position assists in the development of training materials, product manuals, and other technical service tools.

Role Responsibilities:

  • Respond to technical support inquiries from a client via phone, email, and portal; accurately assess client reported issue priority and confirm resolution within service & client-based service level agreements.
  • Efficiently analyze client-reported issues and provide logical resolutions for complex products and services.
  • Log and analyze technical service inquiries internally and identify trends leading to early identification of emerging issues.
  • Test and troubleshoot hardware items, effectively diagnose hardware and software defects on-site and remotely.
  • Serves as an escalation point and independently resolves challenges regarding production issues raised by staff or clients. Identifies/develops necessary solutions to provide positive ongoing client experiences.
  • Manage multiple issues simultaneously and reports progress relative to service level performance.
  • Facilitates internal and external stakeholder meetings for production issue resolution.
  • Provide support for the creation of documentation materials including process documentation and product training with visual resources.
  • Develop and maintain internal and external end-user training.
  • Update contents of the Technical Support Knowledgebase as assigned.
  • Create internal product manuals for new products, ensure existing product manuals are up-to-date.
  • Develop product knowledge to serve as a technical resource to all departments within the organization.
  • Provide input on technical service tools and industry features that could be beneficial to clients or employees.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.

    Competencies

    Effectiveness Measurement - Ability to measure the quality and quantity of work effort for the purpose of improvement.

    ITIL Service Delivery - Knowledge of and ability to apply ITIL processes and standards for managing the provision of IT services in line with customer expectations.

    IT Service Improvement - Knowledge of and ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service.

    IT Standards, Procedures & Policies - Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

    Problem Solving - Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

    Process Management - Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.

    Work Experience

    Roles at this level typically require a university / college degree with New to PNC .

    Disability Accommodations Statement:
    The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

    The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

    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.

    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.

Keywords: PNC Financial Services Group, Fort Wayne , Service Specialist - Tempus, Other , Auburn, Indiana

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