The Support Technician III is responsible for providing advanced technology support for individual agent locations and limited support for key business partners such as large retail chains, banks, or postal agencies.
The individual in this position ensures incoming and escalated issues regarding Point of Sale (POS) technology are handled promptly and effectively, while providing outstanding customer service and maintaining a thorough knowledge of the supported systems and applications used internally and externally.
Provides leadership and support to level 1 TSC teams.
Responds to and resolves phone calls and service desk tickets from MoneyGram agent locations, and assists TSC Level 1 representatives with more complicated technical issues.
This support includes but is not limited to : LAN / WAN connectivity, errors occurred during transaction processing, PC and terminal troubleshooting and equipment replacement, and handling calls from onsite support personnel (technicians, sales, trainers, etc.
Escalates to Information Technology (IT) support teams when appropriate. Acts as an escalation point, providing leadership to other members of the TSC support teams as a senior-level specialist.
Performs software installations, hardware deployments, system rebuilds or upgrades following standard procedures. Assists agents or business partners with replacement of component-
level hardware and / or software upgrades as needed, while minimizing user downtime. Reviews and approves escalations or requests for equipment replacement from TSC L1 team.
Responds to tickets or direct calls from key business partners with direct integrations with MoneyGram, such as banks with Billpay or Account Deposit integrations.
Collaborates with individuals from the business partners' IT department, corporate office, or 3rd-party service providers to gather all information necessary for troubleshooting and issue resolution.
Urgent facilitation between business partner and MoneyGram IT personnel is often necessary.
Provides support to new hire training classes (assisting TSC trainer) and acts as a subject matter expert and mentor to new joiners within TSC group.
Provides support for projects and initiatives, such as software upgrades / deployment or sales roll-outs.
Performs other duties as assigned.
HS Diploma (US), Secondary school completion (non US).
3 years proven customer service or call center / helpdesk experience; must communicate clearly, courteously and professionally over the phone.
Experience supporting Microsoft Windows-based PC hardware.
Strong understanding of TCP / IP, network troubleshooting principles.
Experience supporting POS systems or devices, including peripherals such as scanners, signature pads, printers.
Excellent problem solving skills and broad understanding of relationships between hardware and applications, and client / server relationships.
Intermediate level of PC support (Windows 2000, XP, Vista, and Windows 7).
Intermediate skills in Microsoft Word, Excel and Outlook.
Call tracking / problem management software experience.
Ability to follow through on open issues and handle multiple priorities in a fast-paced environment.
Excellent written and oral communication skills. Ability to communicate technical information to nontechnical personnel.
Understanding of data communications, various Operating Systems, proxy servers, firewalls, security layers, dial-up and IP technology, LAN / WAN network technology.
Demonstrated ability to probe, diagnose and resolve customer issues.
Excellent listening skills.
Ability to prioritize and handle multiple tasks.
Type minimum of 30 WPM.
Knowledge of MGI POS systems (required).