Senior Technician, Dealer Support

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.

Ready to take your career global?

Make your mark with one of the biggest names in payments. At Global Payments, you help businesses grow by transforming how they accept and manage payments. As a Senior Technician, Dealer Support on the Restaurant Genius® team, you will bring innovative solutions directly to dealers & business owners and create a real, measurable impact on their day-to-day operations.

You will be receiving and responding, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizing 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 inquiries and problems handled. Operates a personal computer, mainframe, software packages and front-end programs related to the client.

What You'll Own

• Acting as the Subject Matter Expert (SME), resolve escalated/inbound client and/or merchants technical support issues relating to all supported point of service (POS) products, to include dial-up terminals, software-based and cloud-based systems. Creates processes and provide responses not included in the established documentation. Enters required and additional relevant information into databases while resolving customer issues achieving established goals and objectives for quality and productivity measures. Provides SME level advice for POS product issue resolution to less experienced Technical Customer Service Representatives (Tech CSRs) and researches solutions for new or previously unknown POS product issues.
• As the SME, identifies coaching/training opportunities within the team. Maintains an extensive knowledgebase of POS products, policies, procedures, compliance and association regulations through the continued participation in on-going training and reference to online manuals. Advises less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations., We know it's bigger than just your career. It's your life and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.
• Opportunities to grow your skills and build your career within a global business
• Access to learning, development and on-the-job experiences that expand your expertise
• A supportive, inclusive team environment where your ideas and input matter
• Time to give back through community and charity initiatives
• A global employee assistance program to support your wellbeing
• Recognition through a global platform that celebrates your achievements.

https://jobs.globalpayments.com/en/why-global-payments/benefits/

Diversity and EEO Statements Global Payments is an organization that stands against racism, intolerance and injustice in all its forms - one that respects, honors and celebrates the diversity of our team members and the differences among us. Our commitment to fostering a company culture that values and respects Inclusion and Diversity is steadfast. Standing together as one company, we will continue to work to drive positive change for the communities in which we live and work and stamp out injustice.

Global Payments is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

• Qualifications - High School Diploma or equivalent
• Experience - Typically, minimum 6+ years relevant experience
• Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. You will complete complex tasks in creative and effective ways and be able to work to set timelines.
• Job Complexity - You will consistently work on complex assignments requiring some independent action and a high degree of initiative to resolve issues. You will make recommendations for new procedures. Oversee a team and coordinate daily work covering multiple assignments.
• Supervision - You will be able to determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.
• Computer Skills - Basic to intermediate computer skills
• Industry Knowledge - Ability to develop basic payments industry knowledge
• Research - Basic ability to research issues and resolve customer inquiries

It's a bonus if you have

• Typically, Minimum 8 Years Relevant Exp
• Previous customer service experience with a focus on the payments industry