Technical Support Representative Specialist

Ready to take your career global? 

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. 

What you bring  

• 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. 

About the team 

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. 

What makes