Level 1 Technical Support with German

Responsibilities

Initial Intake & Ticket Creation

• Receiving calls, emails, portal submissions and chats from merchants/customers
• Creating and categorizing cases in Salesforce (e.g., by case type: Download Software POS, Equipment Replacement, Technical Instruction Given, etc.)
• Clarifying simple terminal issues (connectivity, restarts, basic configuration)
• Guiding customers through standard processes (e.g., Kassenschnitt/EOD [end-of-day close], simple receipt or printing issues)
• Handling standard software downloads and updates on POS devices
• Providing technical instructions ("Technical Instruction Given") based on known solution steps/scripts

Device & Logistics Processes

• Initiating simple equipment replacement processes in case of defects
• Recording serial numbers, coordinating shipping with partners such as CTDI

Key Responsibilities

• Initial prioritization and urgency assessment
• Basic Troubleshooting

Documentation

Careful documentation of each case in Salesforce (symptoms, steps, outcome) as the basis for reporting and, if necessary, escalation

Escalation

If a case exceeds 1L capabilities (complex technical errors, system outages, recurring issues, special cases e.g. SIM connectivity problems), it gets escalated to 2L.

Skills and Experience We Desire

• German at an advanced level (approx. C1), especially in writing, as customer and merchant support is provided in German
• English at an intermediate level (approx. B2), the internal working language used with the team, in trainings, and in escalations
• Organized, detail-oriented, and comfortable working in a structured way following clear procedures
• Able to take ownership of cases from intake through to resolution or escalation
• Comfortable with basic technical troubleshooting and learning new tools (Salesforce, Five9 and other internal systems)
• Available for rotating shifts (08:00–17:00 and 10:00–19:00), including Saturday shifts

Our Commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.