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Job Description

One of our large retail clients' Asset Protection Technology group specializes in providing secure, automated payment solutions to support our global operations. They are dedicated to delivering exceptional service and innovative technology to their stores and internal teams.

Job Summary: We are seeking a dedicated and skilled International Remote Service Desk Employee to join our AP Technology group from India. The ideal candidate will provide technical support, responding promptly to service desk tickets, and accurate data entry ensuring seamless operation of our payment issuance systems, loss prevention tech, and access point protocols. This role requires excellent communication skills, technical expertise, and the ability to work independently in a remote environment.

Key Responsibilities:

- Diagnose and resolve technical issues related to AP Technology's service ticket requests.

- Provide timely and effective solutions to client inquiries and problems, improving ticket closing rate.

- Monitor and track issues from initial report to resolution, ensuring client satisfaction.

- Collaborate with internal teams to escalate and resolve complex technical issues as needed.

- Maintain detailed records of client interactions and technical issues.

- Assist in the development and implementation of support documentation and training materials.

- Stay updated on industry trends and advancements in payment technology.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Qualifications:

- Proven experience in a service desk or technical support role, preferably in the retail industry.

- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.

- Ability to work independently and manage time effectively in a remote work environment.

- Strong customer service orientation and problem-solving abilities.

- Familiarity with remote support tools and software (i.e. ticketing systems, ServiceNow, proprietary portals).

- Experience with handling service tickets related to Genetec access control systems is preferred.