Client Support Specialist I

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. 

Summary

Heartland School Solutions is a fast growing, computer software and service company in the School food service marketplace.

We are seeking self-motivated, personable individuals with an aptitude toward training and customer service. We offer a fun work environment, competitive wages and excellent benefits. Our products have continued to set the standard for product development and customer support that the rest of the industry is measured by.

Responsibilities:

• Technology Support receives inbound calls and works with customers to analyze and resolve software operations issues.

• Assists customers with data issues, report development and use, data entry and other advanced system functions

• Analyze customer software usage and efficiency and develop opportunities for maximizing the same.

• Analyze customer network components/architecture and advise customers on methods to maximize system performance.

• Manages unresolved or open problem tickets to successful completion.  Researches, documents and communicates customer problems.

• Uses appropriate information systems to enter status and flags unresolved items for follow-up.

• Uses WebEx sessions as needed.

• Works with colleagues to maintain appropriate records and reports.

• Technology Training Provides comprehensive training on system operations to managers and other system users.

• Training and on-site support for designated systems/products.Provide on-site team leadership during system implementation.

• Travels, by air or car in accordance with company travel policy, up to 30% of the work year completing On-Site implementations (installation, training and go-live support) 

• Performs Remote training and set-ups as directed or scheduled.

• Monitors and mentors customers on setup, processes, and usage for improved efficiency

• Identify and report problems to the development team.

• Devise strategies to improve use and functionality of supported products.

• Monitors and supports beta test customers

Qualifications:

• Must demonstrate outstanding communication (written, verbal and listening) skills, intuition and follow-through; combined with professional phone etiquette and a caring attitude.

• Ability to effectively present information and respond to questions from clients, customers and the general public.

• Experience as a trainer of software is a plus. Customer support experience in a call center or helpdesk environment is a plus.

• Possesses the ability to relay technical information to non-technical users.

• Possesses the ability to quickly learn software applications.

• Knowledge of computers, general networking concepts, internet usage, Microsoft Office (Word, Excel) and Microsoft Outlook.

• Ability to write SQL scripts a plus.

• Food service experience is a plus.

• Strong organizational skills with ability to multitask and prioritize.

• Associates or Bachelor degree preferred.

• Air travel is required in accordance with company travel policy.

• Valid driver's license required with ability to legally rent and drive car's within the continental US in accordance with company travel policy.

The individual also must possess the following general qualities:

Computer Skills:

• To perform this job successfully, an individual should have practical experience in the following areas:

• Computer Operations including Internet usage, Google Suite, Slack, Windows desktop operating systems

• Overall understanding of Networking including TCP/IP, Windows Networking SMB, Networking hardware and socket connections.

The US base salary for this position is $20.00/hour. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities t