Project Coordinators will ensure accurate, high-quality, and dependable service in relation to both internal and external customer inquiries. Project Coordinators will manage the planning and directing of all policies, procedures, and process flow associated with product or products. They will train team members who assist in the support of these products and will be responsible to oversee daily workflow. Project Coordinators will work directly with Management to assign tasks and responsibilities to team members. General communication with customers, both internal and external, via telephone, e-mail, fax or TBD is commonplace.
Plan and direct work activities for Project Support Associates
Monitor workflow and quality of the team to meet or exceed written expectations.
Work with HPS peers and HPS vendors to diagnose and resolve Smartlink product issues and Heartland credit card processing account issues
Will be responsible to research and resolve Network escalations
Work to improve Smartlink processes, procedures & efficiencies where opportunities exist.
Assist in handling high level escalations.
Work with fellow Project Coordinators to insure consistency is achieved throughout the service model.
Work closely with SPT Managers on hiring processes.
Additional Areas of Responsibility:
Responsible for completion of CompTia Network + certification with a minimum passing grade of 750, 120 days from position start date if certification or comparable certification was not already completed prior to hire date
Complete special projects as assigned by management.
Accountable for developing a basic knowledge of products, procedures and technologies of employees under your leadership.
Other job-related duties as assigned by management.
Responsible for completion of CompTia Security + certification with a minimum passing grade of 750, 120 days after the completion of CompTia Network + is completed with a passing grade of >750 if certification or comparable certification was not already completed prior to hire date
Skills and abilities needed --
Must have in-depth knowledge and understanding of the bankcard industry.
2 years experience with networking products preferred
Strong written and interpersonal communication skills required.
Experience with supporting and testing LANs, VLANS, VPNs, NAT devices, or DHCP servers
Experience installing and troubleshooting Wi-Fi networks (802.11a/b/g/n)
Basic understanding of Network fundamentals, i.e., explain the functions of and differences among link, network, transport, and application layers
Basic understanding of VPN functionality
Basic understanding of CIDR format
Basic understanding of network media/all types (Cat5, Cat6, Rs232, RJ11, etc., )
Basic understanding of Regional Support and CORE Support processes
Possess moderate level knowledge of all HPS supported products including proprietary software products and provide one call resolution to merchant and RM inquiries
Must be Microsoft literate.
Must have the ability to understand and support multiple products and processes associated with those products.
Have the ability to calmly articulate directions to various audiences, especially in emergency situations.
Working conditions – The environment is typically considered “general office.”
Heartland University requirements – Project Coordinators will participate in leadership development opportunities offered by Heartland University in accordance with policy. Optional learning (including degree completion) will be available for Project Coordinators as well.
Possess the following; strong leadership skills, professionalism, a pleasant demeanor, and strong verbal and written communication skills.
Ability to motivate others.
Ability to handle difficult employee and customer issues effectively.
Associate’s Degree necessary, Bachelor Degree or equivalent relative experience preferred.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.
HPS offers a competitive salary and comprehensive benefits package to qualifying employees.
Equal Opportunity Employer M/F/D/V
Heartland Payment Systems, Inc. - 20 months ago
Heartland Payment Systems, Inc. (NYSE: HPY), delivers credit/debit/prepaid card processing, gift marketing and loyalty programs, payroll and...