Technical Support Representative-2

Description

Summary of This Role

Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizes various databases to select the best processing method and explains the solution to the client in order to resolve the inquiry. Maintains an accurate and complete record of all inquires and problems handled. Operates a personal computer, mainframe, software packages and front-end programs related to the client.

What Part Will You Play?

• Resolve client and/or merchants technical support issues relating to point of service (POS) products, such as but not limited to dial-up card swipe terminals and standard software-based systems and provide standardized responses by utilizing established documentation and processes and begins to assist clients/merchants with technical support issues not included in the established documentation. Enters required and additional relevant information into databases while resolving customer issues.
• Further develops knowledgebase to include newly implemented or revisions to POS products, policies, procedures, and regulations through the continued participation in on-going training and reference to online manuals. Begins to interpret polices, procedures, compliance and association regulations.
  
  

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 2 Years Relevant Exp
  
  

Preferred Qualifications

• Typically Minimum 4 Years Relevant Exp
• Previous customer service experience with a focus on payments industry
  
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
• Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
• Computer Skills - Basic computer skills
• Industry Knowledge - Ability to develop basic payments industry knowledge
• Research - Basic ability to research issues and resolve customer inquiries
  
  

Benefits:

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.