About the Role
Title: Field Support Specialist – Tempus
Location: Auburn United States
Job Description:inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Field Support Specialist within PNC’s Tempus Technologies organization, you will be based in Auburn, IN. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.
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.
As a Field Support Specialist, you will be responsible providing technical support to Tempus employees. This role will be a help desk environment, where you will be responsible for taking calls and assisting with technical issues. Additionally, you will be responsible for on-site hardware procurement, as well as setting up workstations, troubleshooting, etc.
Due to the nature of the position, we are seeking individuals with a technical background with experience with technical support.
This position will require on call availability, typically one week out of every two months.
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
Job Description
- Provides guidance and on-site support for installed products or applications, for a large site or multiple sites.
- Provides technical support and guidance on software installation, utilization and troubleshooting to ensure successful implementation and usage.
- Analyzes the customer’s technical environment and explains complex issues to customers in order to maintain customer satisfaction.
- Observes and reports on activities used to support customers; provides ideas, input, and innovation throughout the development process.
- Provides technical support to sales and marketing, and training to customer staff.
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 they adhere to and support PNC’s Enterprise Risk Management Framework.
Qualifications
Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.
Preferred Skills
Account Management, Analytical Thinking, Business Requirements Documentation (BRD), Call Center, Client Relationship Management, Computer Literacy, Computer Networking, Computer Repairs
Competencies
Customer Support Policies, Standards and Procedures, Customer Support Service Agreements, Hardware Infrastructure, IT Environment, IT Project Management, IT Service Management (ITSM), IT Systems Management, Performance Measurement and Tuning, Service Request Management Process, Systems Software Infrastructure, Telecommunications, Workflow Analysis
Work Experience
Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
Education
Bachelors
Certifications
No Required Certification(s)
Licenses
No Required License(s)