Technical Support Representative Specialist

Make your mark at one of the biggest names in payments. We’re looking for a Technical Support Representative Specialist to join our ever evolving IT Deskside Support team and help shape the future of global commerce.

What you’ll own

Service Delivery:

• Ensuring timely and effective resolution of incidents and service requests.

• Customer engagement over all channel types; phone, chat, walk-up, requests, etc.

• Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions.

• Ensure compliance with ITIL best practices and company policies.

ServiceNow (SNOW) Consumption:

• Manage and maintain Worldpay’s interactions, incidents, and requests within the ServiceNow system.

• Ensure adherence to documentation standards of work, SLA’s, and other relevant activities within the system.

• Provide training and support to service desk staff on ServiceNow functionalities, standards, and changes.

Customer Engagement:

• Build and maintain strong relationships with key stakeholders and clients; especially the assigned primary location(s) / region(s).

• Ensure high levels of customer satisfaction through effective communication and problem-solving.

• Proven experience in a service desk role, preferably in a global or multi-site environment.

• Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred.

• Strong knowledge of ITIL framework and best practices.

• Excellent leadership, communication, and interpersonal skills.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.