Internships and Job Opportunities

Job Title: Product Support Engineer
Department: Hypercom Payment Solutions Group
Reports to: Manager of Support

Purpose of Position

Responsible for providing technical support to Hypercom Payment Solution customers and internal technical sales support for all Hypercom Payment Solution products.

Major Tasks:

Must have the technical aptitude for supporting all the Hypercom Payment Solutions product line.
Must possess the skill set to be able to perform tasks as a Technical Support Engineer, this includes trouble shooting, create documentation related to support and speak effectively to our customers about issues and their resolution.
Facilitates technical presentation and technical discussion to both existing and potential customers about the products and its features.
Responsible for following up and its resolution with customer issues and proper escalation of unresolved issues if necessary via phone conversation or emails.
Must be able to assist in Quality Assurance of the product line if required.
Effectively interact with other Hypercom departments and offer informative feedback for product enhancements, training and development of its products
Effectively resolve issues in an efficient manner with the use of debugging tools and features of the Hypercom Payment Solutions products.
Ad hoc duties as assigned by Manager of Support or Director of Product.

Qualifications:

Education/Experience: High School Diploma or equivalent, Bachelor of Science Degree is a plus in Computer Science, IT or related field. One year Industry Experience is also a plus.

Competencies: These should be demonstrated by the candidate to perform the job effectively.

Must be able to interact with customers, co-workers and superiors in a professional manner to maintain a positive work environment. Punctuality is very important aspect of the job.
A support engineer must be analytical when faced with a problem and must be able to understand the problem and collect data for its resolution. Creativity in finding a resolution is also important with an emphasis to detail.
Must have an emphasis not just on the technical aspect of the solution but also customer service where the support engineer will respond promptly to customer needs, obtain feedback to improve service , meet deadlines and commitments and manage difficult customer situations.
The support engineer must be able to focus on resolving the issues at hand and not blame other members of the team if problems occur, maintain confidentiality, remain open to new ideas and simply respect other people’s opinions to create a positive work atmosphere for all. Always approaches others with tact and behave professionally under pressure.
Must be able to speak clearly and persuasively in both positive and negative situations, have the ability to listen and respond to questions well.
This position also requires that the support engineer write clearly and informatively, presents information correctly and also have the ability to read and interpret written information.
The support engineer must also be able to adapt to changes in the work environment, managing competing demands effectively and can deal with unexpected events, changes and delays.
Must be able to follow instructions and respond to management direction, keeps commitments and commits to complete the tasks on time and perform the necessary notification with alternative plans if it is necessary.
Uses time effectively prioritizing and plans work effectively.
Must have the initiative to seek self development within the organization and seeks increased responsibilities and offers help when needed.
Follows Hypercom policies and procedures and supports the goals and values of the Hypercom organization.

For more information, please contact:

Brian Concepcion