Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.
We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.
Role Purpose
Helpdesk Agent is responsible to pick up calls within 3 rings and provide excellent service to customers , we must have knowledge on terminals so we could assist customers need .
We have to ensure all info is updated correctly on EDC so we can provide when customers request .
Responsibility
Activity
1.
HelpDesk Operating Hours and
Standby Duty
9AM TO 10PM
Monday to Friday 9am – 6pm (Manned call)
Monday to Friday 6pm – 10pm (Standby Mobile)
Saturday / Sunday / Public Holidays 9am to 10pm (Standby Mobile)
Standby call is forwarded to Mobile
- Call resolved by helpdesk (ROP)
- Can’t resolve or hardware failure – Dispatch tech onsite
2.
Reporting of Fault Call
Merchant enquiry & report terminal issue
Fault reported via call or Email
- Troubleshooting via HelpDesk
- Resolved by Helpdesk (ROP)
- Phone fix fails or hardware failure – Dispatch Tech onsite
- Need to update all reported faults in EDC (after case was closed).
- All service documents are required to be scanned and uploaded into EDC.
3.
Customer Support
- Provide daily email of faults call reports for the Banks (UOB / FDMS)
- Provide daily email of successful jobs for GPAP.
- Emailed paper roll quotation to merchant when requested; Sales will follow up once merchant reverted.
- Updating banks when there is a change of address from the merchant.
- Nets Support - terminal s/no. programming request; or enable download on EM.
- Create DRM in Excel for both IKEA & new merchant
Provide transaction or settlement slip requested by IKEA
- Provide settlement amount requested by Cepas merchants
4.
Operation support - Preparation / Installation / Programming / Retrieval Advice
Banks request for Daily Schedule (Request Team)
- Updating Team printout work order.
- Send the follow up to Preteam for profiling.
- To update EDC for all Completed Jobs.
Upon completion
- Perform QC Checks / Update / Scanned
- To ensure jobs are updated successful in EDC
- Check all configuration printout against the BANK copy
- All successful documents are scanned into EDC as softcopy storage
5.
Preparation of Daily L – PROJECT / TOPUP REPORT (CEPAS)
Prepare & Acknowledge email from EZLINK and TOPUP
Prepare report and email to Management for Approval & Finance follow up
1. Auto Return file from DATA Centre ( LTA015 / EZL011/ EZLINK3.00 )
1.1 EZLINK / LTA will provide report for Ingenico to verify against our record
1.2 Need to make sure it tally and revert to customers base on Email
1.3 Update TOPUP excel file for Report
1.4 Update CEPAS excel file for Report
1.5 Download report from Merchant Portal and saved as PDF file
1.6 Run All GIRO file
1.7 Prepare 2 emails ( L-PROJECT / TOPUP ) attached excel file and all documents sent for Approval
7.
Macdonald Deployment
Prepare Work Order
1. OCBC will email us the date for preparation of Macdonald’s spare terminals.
1.1 We will received spare terminals from Inputronics with terminal TID and S/No.
1.2 Helpdesk will write out the work order as per Inputronics request
1.3 Preteam will perform key injection/marry terminals.
1.4 Request slot in the schedule provided by Cheong.
1.5 Helpdesk will update in EDC
8.
Billing – Charges for all Banks BAU
(Katherine)
Monthly Report for Billing
1. Bi-weekly printout report for Mary (store)
1.1 Generate report for checking
1.2 Provide billing report to MaryAnn
1.3 Once Billing complete MaryAnn forward to Finance Team to prepare Invoice
1.4 Finance provide Invoice will forward Invoices to individual Banks
9
SG-REGION OPS Monthly Report
Monthly Report for SG-REGION OPS
1. Bi-weekly retrieval report and forward to Zi Hao
1.1 Extract Fault on EDC for monthly report
1.2 Extract call center report
1.3 Reports forward to Request Team
As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of 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.
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
