Help Desk Technician

• Setup and configure integrated hardware
• Enter client processing account credentials into partner software
• Configure integration with partner software
• Test and confirm ability to perform all integrated features
• Train clients on how to use integrated features and GlobalPayments Integrated reporting tools
• Clearly and concisely document all client interactions according to department procedure, keeping detailed, accurate notes; update account statuses as needed
• Provide customized training on standalone hardware and GlobalPayments’ online portals
• Provide custom tailored training to clients on use and best practices for online virtual terminal, credit card and ACH reporting, payment requests, and user creation based on their business needs
• Provide detailed training on integrated business analytics tools
• Train clients on setup, use and function of non-integrated, standalone EMV devices
• Client F1rst with a servant mentality
• Approach every client interaction with the client’s specific needs in mind
• Provide every client with a ‘White Glove’ experience by helping them feel and understand our passion for their success
• Help our clients understand the value, not just the function, of our software, solutions, and services
• Understand our clients business timelines, monitoring their account, and following through with our clients as they pass their important onboarding milestones
• Receive and accept client feedback, coordinating with other departments as necessary to drive a continuous differentiated, positive experience for the client
• Communication and Collaboration
• Frequently collaborate with partners and internal development teams to improve documentation, processes and resolve client concerns
• Utilize gmail to respond to client email request
• Utilize Google Meetings to interact with clients and provide group trainings
• Utilize other G Suite services to communicate with internal teams
• Understand and adhere to PCI process and procedure
• Perform the necessary level of data verification for client interactions
• Understand the basics of PCI requirements for clients and be able to help answer or direct their PCI related questions
• Post Implementation Responsibilities
• Follow-up with clients on their go-live date to confirm successful processing.
• Provide additional training or configuration as necessary
• Facilitate communication between the client and appropriate parties for questions or requests as necessary

Skills: 

• Required Qualifications
• 2-3 years of Implementations experience (or equivalent in technical support and client success)
• Ability to troubleshoot Windows and Apple based Operating Systems
• Understanding of high level concepts around Terminal Services, Cloud Based Software and Software as a Service (SaaS)
• Understanding of home/ business networks (wire and wireless) using multiple network technologies and consumer/business peripherals, such as switches, routers, modems, printers, etc.
• Understanding of networking technologies TCP/IP, DNS, and firewalls
• Understanding of internet connectivity using cable, DSL, satellite, dial-up
• Understand Terminal Services, their functions/limitations, and how to configure software and hardware in that environment

Preferred Qualifications

• Previous experience with SalesForce, Confluence, and G Suite
• Understand the concepts around load balanced servers and distributed computing
• Understand the concepts around Virtual Machines, how they are used and how setup varies when using a virtual machine.