Enterprise Technical Support Specialist

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.

What you’ll own

• Provide accurate and timely technical information, advice, and assistance regarding the organization’s product and services.
• Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services.
• Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues.
• Use databases or other computerized systems to maintain up-to-date documentation.

What you’ll bring

• Develops extensive knowledge base of the industry, system, module and product, and uses that information to assist the client.
• Facilitates complex client inquiries and conducts research to solve issues within established Service Level Agreements and methodologies. Responsible for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Primary contact with the client to either resolve client’s issue or define client’s problem for subsequent action.
• Facilitates calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed.
• Analyzes and evaluates client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Prepares/makes recommendations to clients on solution options. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
• Maintains client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands client’s business needs and objectives and identifies opportunities to promote new products and services. May provide consulting about upcoming system enhancements.
• Interprets basic to complex technical client issues and project requests. Determines root cause analysis and identifies technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within Global Payments while striving to meet the needs of both parties.
• Leads client training on specified modules or products, as required.
• Develops functional requirements and specifications to support client customization or system changes to include coding scripts and writing macros.

• Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
• Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
• Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.
• Problem Solving - Ability to solve problems using experience and good judgment
• Effective Communication - Demonstrated effective written and oral communication skills
• Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms, * Bachelor’s Degree
• Relevant Experience or Degree in: Bachelor’s degree or the equivalent of training and experience
• Typically Minimum 4 Years Relevant Exp
• Includes consulting with clients to meet business needs

Preferred Qualifications

• Microsoft Office, including writing macros in Excel
• Typically Minimum 4 Years Relevant Exp
• In the credit card industry

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.