Responsibilities:
In a customer service call center setting, resolve end-user issues through step by step instructions related to hardware, software and networking support.
Field incoming support requests submitted through phone calls, emails, or on-line chat rooms.
Data entry of merchant information accurately, within specified time limits into the applicable database, using proprietary tools.
Schedule and complete installations of Global Payments products.
Stay current with all equipment options, features and functions as it relates to the vendor/product.
Meet or exceed production, quality, and attendance objectives of the department.
Regularly communicate details of fulfillment efforts through scheduled meetings and written pieces. Includes the ability to effectively communicate across multiple departments: product, development, sales, merchants, etc.
Provide tier 2 support for products released to Customer Service
Other duties as required by business conditions or as assigned.
Education:
High school education
Experience, Knowledge and Skills:
At least 1 year experience providing technical support to end users.
Fundamental knowledge of the overall Bankcard Industry.
Ability to work rapidly, independently and accurately under pressure to meet departmental goals.
Knowledgeable of company policies, procedures, products and services. Have a current knowledge of your workgroup and department’s procedures, policies, and responsibilities.
Working knowledge of Microsoft Office and Google G-Suite applications. Ability to type at least 40 words per minute. Must have strong written and oral communication skills and well-developed problem solving skills and attention to detail.