EFTPOS Helpdesk & Scheduler

Amtek Corporation; City of Melbourne; On-site; AUD 34,000 - 44,000; Part time

Benefits offered by this job

Collaborative team environment

Casual role with potential to move to

Training and development opportunities

Fun and dynamic workplace

Recognition and rewards program

Flexible work arrangements

Job summary

Amtek is seeking a proactive Helpdesk professional for a casual role across Australia. You will manage inbound and outbound calls from merchants and customers, scheduling EFTPOS terminal installations, upgrades and decommissions on behalf of banks and payment providers.

You will confirm site details, maintain accurate records in the CMS, coordinate with technicians and supervisors, and provide first-class customer support while meeting client expectations and SLAs.

Qualifications

• Experience delivering exceptional customer service over the phone.

Responsibilities

• Make outbound calls to merchants to book EFTPOS terminal installations, upgrades, swaps and decommissions.
• Confirm site details, trading hours, site contacts and access requirements up front.
• Schedule appointments in the Client Management System (CMS) and liaise with field resources and Supervisors.
• Follow up unreachable merchants, rescheduled visits and failed jobs to meet SLAs.
• Be a first point of contact on inbound queues - answer calls and emails from merchants, Customers and Technicians.
• Provide guidance and support to Technicians and Contractors.
• Assist with adhoc reporting duties.
• Keep excellent notes in the CMS with accurate records.

Skills

Customer service

Outbound calling

Appointment scheduling

Dispatch coordination

Time management

Attention to detail

Verbal and written communication

EFTPOS knowledge

Technical troubleshooting basics

Ticketing platforms

Tools

CMS

Ticketing platforms

Scheduling platforms

Job description

Amtek is seeking a proactive Helpdesk professional for a casual role across Australia. You will manage inbound and outbound calls from merchants and customers, scheduling EFTPOS terminal installations, upgrades and decommissions on behalf of banks and payment providers.

You will confirm site details, maintain accurate records in the CMS, coordinate with technicians and supervisors, and provide first-class customer support while meeting client expectations and SLAs.