Sr. 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 1300 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.

Summary of This Role

Receives and responds via telephone email chat or SMS to technical customer service requests inquiries and problems. Utilizes 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 inquires and problems handled. Operates a personal computer mainframe software packages and front end programs related to the client.

What Part Will You Play

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.

What Are We Looking For in This Role

Minimum Qualifications

High School Diploma or Equivalent

Typically Minimum 6 Years Relevant Exp

Preferred Qualifications

Typically Minimum 8 Years Relevant Exp

Previous customer service experience with a focus on payments industry

What Are Our Desired Skills and Capabilities

Skills / Knowledge - As a highly skilled specialist contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.

Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.

Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.

Computer Skills - Basic computer skills

Industry Knowledge - Ability to develop basic payments industry knowledge

Research - Basic ability to research issues and resolve customer inquiries

Benefits :

Global Payments offers a comprehensive benefits package to all of our team members including medical dental and vision care EAP programs paid time off recognition programs retirement and investment options charitable gift matching programs and worldwide days of service. To learn more review our Benefits page at : Payments Inc. 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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .

Required Experience :

Senior IC

Key Skills

Sales Experience,Apple Numbers,Door-to-Door Experience,OEM,Dealership Experience,Predictive Analytics,Math,Regulatory Reporting,Auto Service Management,CRM Software,negotiation,Contracts

Employment Type : Full-Time

Experience : years

Vacancy : 1