Technical Support Representative

Why Verifone

For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

What's exciting about the role

We are seeking a customer-focused Technical Support Representative to join our Front-Line Merchant Helpdesk team in our Ashford, Kent office. In this vital role, you will serve as the first point of contact for our clients providing frontline support, troubleshooting products and solutions, resolving queries, and ensuring outstanding customer service both internally and externally.

You’ll play a key role in connecting our clients with the appropriate internal teams, helping deliver a seamless and supportive experience. This position sits at the core of our fast-paced helpdesk environment, where responsiveness, clear communication, and effective problem-solving are essential to success.

Key Responsibilities

• Serve as the first point of contact for all customer queries, providing product and solution troubleshooting
• Log cases and queries accurately using our support database
• Conduct remote diagnostics by applying appropriate troubleshooting techniques and asking relevant questions
• Resolve customer issues whenever possible, escalating to internal teams when necessary
• Ensure high standards of customer service are consistently delivered, both internally and externally
• Maintain and update internal records and systems with precision and accuracy
• Monitor shared inboxes, responding to queries in line with established SLAs
• Assist with ad hoc administrative tasks and support special projects as required
• Apply logical thinking and attention to detail to ensure thorough and accurate work
• Manage multiple tasks efficiently, even under pressure and within tight deadlines
• Set realistic timeframes and manage customer expectations effectively
• Proactively identify and recommend improvements to existing procedures and workflows

Skills and Experience Needed

• GCSEs (or equivalent) including passes in English and Mathematics
• Proficiency in Microsoft Word and Excel
• Understanding of computer systems, mobile devices, and tech products
• Must be willing to work rotational shifts, including evenings and weekends
• Strong interpersonal and customer service skills
• Ability to think objectively and approach problems creatively
• Capable of working independently as well as collaboratively within a team
• Reliable, responsible, and proactive, with a willingness to take ownership
• Strong analytical and problem-solving abilities

Desirable:

• Ability to diagnose and resolve basic technical issues 
• Knowledge of the card payment industry
• Experience of dealing with all levels of people internally and externally

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.