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Technical Support Representative

Company: Global Payments
Location: Troy
Posted on: May 31, 2024

Job Description:

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Overview Individuals in this role support our proprietary restaurant products and applications. This position operates in a help desk environment and is responsible for supporting and resolving product installation inquiries, product change requests, product administration, 3rd party vendor communication as well as addressing end user questions.

Individuals in this role are responsible for providing dependable and timely resolution to customer service requests via telephone, chat (e.g., Slack, G-chat), text, and email. Inquiries are to be handled in a professional and efficient manner, following departmental policies and procedures. Individuals in this role must be self-motivated, able to multi-task and possess the ability to handle high technical support call volume.

Over time, individuals in these roles are required to develop an in-depth knowledge of our existing customer base, processes, and products.

This role may be in-office, remote, or hybrid.It is a*non-exempt (hourly) role, which will support one, or several, of our products. *varies by country

Job Responsibilities *Resolve customer issues/requests via established procedures, including product usage questions. *Use case-logging software to record client contact and actions accurately and concisely in our CRM platform. *Follow departmental procedures regarding customer call etiquette. *Learn, build, and maintain detailed knowledge of products, practices, and procedures to better serve our customers. *Cooperate and communicate with team members to meet departmental goals; provide feedback on the status of service tickets, outstanding issues/concerns, etc. *Handle a daily workload of a defined number of cases/inbound requests (based on role). *Attend and participate in organizational meetings (e.g., team, department, company). *Adhere to work schedules as defined and be available when contacted during work hours; adhere to attendance requirements. *Demonstrate virtual operating principles (e.g., be on camera, respond in a timely manner to inquiries, maintain professionalism, eliminate/minimize non-work distractions, etc.). *Be familiar with and follow established communication channels, following departmental procedures regarding escalation of calls. *Be open and receptive to coaching and willing to learn new concepts; demonstrate agility in learning and adjust behaviors as technology changes. *Complete assigned training courses on a timely basis and actively participate in our performance management process (4Talks). *Follow company policies and procedures. *Perform other duties as requested (e.g., project work; assisting other team members; etc.).

Required Skills and Competencies *Computer Proficiency- Demonstrated proficiency in using computers with the ability to simultaneously type/record issues and resolutions. Demonstrated knowledge of technical terms. *Customer Service- The ability to demonstrate empathy and positivity while aiding in the resolution of technical issues; the ability to focus on each customer call without distraction, and do so in a calm, deliberate manner. *Active Listening- The ability to listen attentively, comprehend and reflect on what is being said, to respond appropriately, and retain information for later recall. *Commun

Keywords: Global Payments, Troy , Technical Support Representative, IT / Software / Systems , Troy, Michigan

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