Algimantas V. Email & Phone Number

Vilnius, Lt

Vilnius, Vilniaus, Lithuania

2nd Level Payment Support Specialist @Market Pay as part of 24/7 Service Desk team based in Vilnius. Market Pay service desk provides best of breed, frontline support to Market Pay clients globally.As a Payment support agent, I am able to:Provide professional customer support as part of Market Pay world class Customer Success missionAct fast, with urgency and priority. Know when to follow the script and importantly, when not to.Drive change throughout our team, constantly evolve and contribute actively beyond your immediate support roleBe the face of Acoustic Payments – when communicating with our customer’s I represent everyone behind meCollaborate with Level 3 Support Teams, Duty Managers and 3 rd Party PartnersWhat I Do :Analyze, document and respond to customer service requests and incidents of all severities.Partner with technical teams and 3 rd parties to effectively resolve issues fast.Understand and apply ITIL.Accurately follow procedures and processes defined in internal knowledgebase; challenge the status quo.Escalate urgent and business critical issues in a timely manner.Work with Salesforce ticketing tool, handling customers cases, aging ticket coordination, reporting, statistics, daily activities.Component monitoring using Nagios, Splunk, PagerDuty and email-based notifications, acting upon them.Constantly seek opportunities to improve processes to increase customer service efficiency.Tools used - Terminals(Linux)/XML/Putty/Squirrel, Databases.

Vilnius, Lithuania

IT Support Specialist (Tier 2 with additional skills) with experience in Point Of Sale (POS) solutions on Software (iOS, Python), Hardware (iPads, Routers, Access Points, Printers, Cardswipes, Barcode Scanners and other) and Customers Support (Online, Offline and Onsite) level.Customer Support on Implementing, Usage and Troubleshooting of POS Solutions (Revel Systems) for Quick Service, Restaurant/Table Service and Retail.— Software support :- Revel POS app, Revel Customer Display app, Revel Kitchen Display app, Revel Management Console, Revel eCommerce/WebOrdering platform;- iOS, macOS, Windows, Internet;- Credit Card Payment Processing – Gateways (FreedomPay, WorldPay, USAePAY, Intuit, Verifone, Moneris and other) and Payment Processors (First Data, Elavon, Chase Paymentech, TSYS, WorldPay, Heartland and other);- Revel API Integration – Intuit QuickBooks Online and Desktop, Online Ordering Platforms, COMO, Restolabs and other;- Jabber with Cisco Finesse, Salesforce, ZenDesk, Nextiva.— Hardware support :- iPads, Android Screens (ViewSonic, Acer), TVs (Samsung);- Printers (Epson, Star, Zebra);- Routers (TPLINK, Linksys, Netgear, and other);- Access Points (UniFi, Meraki);- Cardswipes (Ingenico, ID Tech, Infinea, Verifone);- Barcode Scanners (Honeywell, Zebra).— Customer Guidance on :- Product Menu/List build;- Business Promotion tools – Discounts, Gift, Loyalty and Reward Implementation;- Client Relation Management (CRM);- Reporting, Business Analytics;- Accounting and Taxing.