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.