Service Specialist, Tempus Technologies

Founded in 1987 Tempus Technologies is the expert leader of secure payments at the point of interaction. Were 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.

As a Service Specialist within Tempus Technologies subsidiary of PNC you will be based in Auburn IN.

Responsibilities:
Handling customer technical support cases through phone and email submission
oHands-on troubleshooting device support and integration
oCreate Jira Service Desk tickets and work them through the support process to closure.
oRemote support for Call Center
oCollaborate with Sr Tech to find a resolution to merchant issues.
oCreate Jira Service Desk tickets for potential bug fixes and feature requests.
oSimple log analysis
oTransaction Inquiries & Basic Customer Reports
oActs as SME/Point of Contact for Standard Support Clients
Training
oProvide merchant training on functions of software and hardware.
oContribute to training documentation for team knowledge growth.
Emergency after hours and weekend On Call
oMonthly rotation of after-hours weekday and weekend support

Skills/Qualifications:

Education:
Bachelors degree in computer science or related technology field is preferred but not required.

Experience:
1-3 years of relevant experience in a customer focused position involving technical knowledge of a companys products and services

Skills:
Sound decision making while being able to agreeably present a different viewpoint.
Facilitative leadership ability with strong interpersonal communication (oral and written communication)
Effective written and verbal communication
oAble to communicate verbally and in writing with internal and external clients.
oAble to explain technical issues in simple terms.
Contributes technical documentation.
Self-Starter with high level of motivation
Team player and collaborator; ability to build strong partnerships.
Effective influencing skills
Positive/can-do approach and ability to embrace change.
Strong organizational time management prioritization problem solving and delegation skills.
Technical Acumen
Excellent judgment and decision-making skills

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

• 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 PNCs Enterprise Risk Management Framework.

Successful candidates must demonstrate appropriate knowledge skills and abilities for a role. Listed below are skills competencies work experience education and required certifications/licensures needed to be successful in this position.

Change Management Debugging Process Improvements Relationship Building Root Cause Analysis (RCA) Trend Analysis

Effectiveness Measurement ITIL Service Delivery IT Service Improvement IT Standards Procedures & Policies Problem Solving Process Management

Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development lieu of a degree a comparable combination of education job specific certification(s) and experience (including military service) may be considered.

Bachelors

No Required Certification(s)

No Required License(s)

No Required or Preferred Language Assessments

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature) dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption surrogacy and doula reimbursement; educational assistance including select programs fully paid; a robust wellness program with financial incentives.

In addition PNC generally provides the following paid time off depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year unless otherwise required by law; between 15 to 25 vacation days each year depending on career level; and years of service.

To learn more about these and other programs including benefits for full time and part-time employees visit.

If an accommodation is required to participate in the application process please contact us via email at . Please include accommodation request in the subject line title and be sure to include your name the job ID and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and say Workday for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and for any registered role the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA) which prohibit the hiring of individuals with certain criminal history.

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.