Service Specialist, Tempus Technologies

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. As a Service Specialist within Tempus Technologies, subsidiary of PNC, you will be based in Auburn, IN. Responsibilities: • Handling customer technical support cases through phone and email submission o Hands-on troubleshooting device support and integration o Create Jira Service Desk tickets and work them through the support process to closure. o Remote support for Call Center o Collaborate with Sr Tech to find a resolution to merchant issues. o Create Jira Service Desk tickets for potential bug fixes and feature requests. o Simple log analysis o Transaction Inquiries & Basic Customer Reports o Acts as SME/Point of Contact for Standard Support Clients • Training o Provide merchant training on functions of software and hardware. o Contribute to training documentation for team knowledge growth. • Emergency after hours and weekend On Call o Monthly rotation of after-hours weekday and weekend support Skills/Qualifications: Education: • Bachelor’s degree in computer science or related technology field is preferred but not required. Experience: • 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services Skills: • Sound decision making, while being able to agreeably present a different viewpoint. • Facilitative leadership ability with strong interpersonal communication (oral and written communication) • Effective written and verbal communication o Able to communicate verbally and in writing with internal and external clients. o Able to explain technical issues in simple terms. • Contributes technical documentation. • Self-Starter with high level of motivation • Team player and collaborator; ability to build strong partnerships. • Effective influencing skills • Positive/can-do approach and ability to embrace change. • Strong organizational, time management, prioritization, problem solving and delegation skills. • Technical Acumen • Excellent judgment and decision-making skills PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.   PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. 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 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 Change Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend Analysis Competencies Effectiveness Measurement, ITIL Service Delivery, IT Service Improvement, IT Standards, Procedures & Policies, Problem Solving, Process Management Work Experience Roles at this level typically require a university / college degree with Education Bachelors Certifications No Required Certification(s) Licenses No Required License(s) Language Assessments   No Required or Preferred Language Assessments   Benefits PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. To learn more about these and other programs, including benefits for full time and part-time employees, visit  pncthri