Nielsen Associates has an opening for Phone Support Service Technicians.  We are seeking individuals to assist client’s and merchants with troubleshooting POS equipment and software; Provide timely feedback to Team Leader or Supervisor regarding service failures; Identify call type and respond accordingly with all departments; Log in calls into the database; Effectively diagnose and issue RMA and/or Encryption number as needed; Research duties on all transaction and batch inquiries; Process basic terminal requests; Perform merchant downloads; Identify transaction cycle from authorization to settlement on all front-ends. Uses superior customer-oriented telephone etiquette to gain information; Greets callers, establishes rapport, projects professional tone, handles complaints, and records statistics on each call.  Qualifications: Must be flexible with hours and able to work weekends and nights. A minimum of 1 year experience in a call center/phone support environment. Strong PC skills in Windows environment and NT skills preferred. Basic merchant processing understanding (i.e. terminal types/industry types/front-ends) a plus. Bilingual Preferred. Seeks to fully understand information from many points of view; Is a compelling and articulate speaker in a variety of settings. Easily adjusts the message to match the audience; Places primary importance on delivering superior customer service; Experience resolving conflict between groups with opposing perspectives, agendas, or priorities; Excellent people skills. Interacts effectively and works productively with a wide range of people; explain product features and benefits.  Education/Experience:High School Diploma or equivalent experience.  Characteristics:   A self-starter who must be detail oriented. Possess excellent oral and written communication skills. Ability to multi-task in a fast-paced environment. Good follow-through skills and ability to resolve issues in a timely manner. Must have a great attitude and able to work independently as well as in a team. IF YOU MEET THE MINIMUM REQUIREMENTS FOR THIS POSITION, PLEASE SUBMIT YOUR RESUME TO OUR EXECUTIVE TECHNOLOGY RECRUITER, BECCA POPPY AT BP@NIELSENSTAFFING.COM. 

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