Technical Account Manager

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:

The Account Specialist resolves moderate to complex support issues of an assigned group of corporate customers by acting as a technical resource. They collaborate with other Heartland groups to assist the customer in their use, support, and implementation of Heartland applications. In addition, a successful Account Specialist must possess a high degree of inherent problem solving, troubleshooting, and customer service skills. A key skill of this position is to produce high quality detailed work with consistent output and follow through, requiring patience and a willingness to handle a high degree of complexity.

Job Details: 

• Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel.

• Builds and maintains strong working relationships with customers while monitoring and managing customer technical issues & support escalations effectively to ensure timely resolution of customer issues.

• Responds to challenges in a creative, objective, and practical manner and meet each situation as an opportunity for success.

• Work as part of a team with the ability to collaborate effectively with colleagues.

• Keys to success include being proactive, taking initiative and utilization of slow business periods to train on software functions to assist customer support.

• Provides weekly, monthly, quarterly and yearly reports for each assigned district.

• Supports and effectively communicates published standards for wiring and hardware requirements, installation methodologies, and network requirements, both internally and externally.

• Periodic Installation and Training of software/hardware for clients either on-site, or via remote connection.

• Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation.

• Logs & escalates design, reliability, and maintenance problems to the Development, Product & Q/A team leads.

• Performs pre sales functions & generates leads for sales representatives. Provides sales teams with leads for potential customer upgrades by answering technical or design inquiries.

• Facilitates and administers training, as necessary, at various company sponsored training seminars; develops associated training curriculum and materials.

• Performs and conducts periodic meetings and on-site visits to resolve issues.  Thoroughly documents interactions to assist with senior level management district evaluations.

• Maintains hyper focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer.

• Maintains contact list for appropriate personnel in each assigned district.

Position Requirements:

• Able to work patiently with end-users of both a technical and non-technical background.

• Strong communications skills, both verbal and written.  

• Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.

• Must employ clear, concise and grammatically correct verbal and written communication skills, as well apply professional customer service skills during all interactions with customers.  

• Must demonstrate professional phone etiquette.

• Respond to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner.

• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques.

• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner. 

• Strong team player and solution oriented.

• Quick learner, self-starter, with the ability to support multiple POS applications.

• Must be able to commu