Service Specialist - Tempus
Company: PNC Financial Services Group
Posted on: January 16, 2022
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.
- 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
- 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
- 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
- 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
- Develop and maintain internal and external end-user
- Update contents of the Technical Support Knowledgebase as
- 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
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
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
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
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.
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
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.
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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