Service Specialist - Tempus

Position Overview

Founded in 1987, Tempus Technologies is the expert leader of secure payments at the point of interaction. We're 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.

This position can be performed remotely, located across the PNC footprint. If the successful candidate is located near the Tempus Technologies headquarters in Auburn, IN, that would be an added bonus.

A Service Specialist is a service expert focused on providing technical support to merchants with Tempus solutions in production. This role focuses on customer service, issue resolution, feature implementation, documentation, and upgrade management in a fast-paced environment with inbound calls and emails.

Core Work Hours: Monday-Friday, 9:30 am EST - 5:30pm EST. In addition, an On-Call rotation is maintained across the team for weekends and after hours.

Relevant experience includes: Background in a customer service/call center environment or an IT troubleshooting role. Handling customer technical support cases through phone and email submission, administering training on functions of software and hardware, acting as Point of Contact for standard support clients.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• 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 …