Technical Support Representative - Remote (US Based Only)

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

Responsible for providing dependable and timely resolution to customer service requests via telephone, chat, and text, in supporting our customers.  Calls are to be handled in a professional and efficient manner, following departmental policies and procedures. Individual must be self-motivated, able to multi-task and possess the ability to handle high technical support call volume.  This role is expected to develop an in-depth knowledge of our existing customer base, processes, and products.

Technical Support Representatives support our proprietary restaurant products and applications. This position operates in a help desk environment and is responsible for supporting and resolving product installation inquiries, product change requests, product administration, 3rd party vendor communication as well as addressing end user questions.

This is a non-exempt (hourly) role which will support our customers.

Roles & Responsibilities

• Resolve customer service requests via established troubleshooting procedures 
• Maintain knowledge of all products and adhere to troubleshooting procedures 
• Follow departmental procedures regarding customer call etiquette
• Follow departmental procedures regarding escalations
• Cooperate and communicate with team members to meet departmental goals
• Follow company policies and procedures, including adhering to scheduling and attendance requirements (employees are scheduled to work 40 hours/week with one full day being a Saturday or Sunday; must be able and willing to work weekends)  
• Perform other duties / projects as requested Supervisors / Management Team

Daily Tasks

• Develop detailed knowledge of Xenial products
• Resolve customer service requests through effective interaction and remote diagnosis of hardware, software and configuration issues
• Assist customers with product usage questions
• Use case logging software to record client contact and actions
• Process 25+ inbound support cases/day via phone, SMS, email, chat or voicemail
• Maintain knowledge of all products and troubleshooting procedures for assigned team
• Provide feedback on service tickets that remain unresolved at end of shift
• Follow all company policies and procedures, including adhering to scheduling and attendance requirements

Skills

• Computer Proficient – demonstrated proficiency in using computers with the ability to type/record issues and resolutions 
• Customer Service Skills – the ability to demonstrate empathy and positivity while aiding in the resolution of technical issues; the ability to focus on each customer call without distraction
• Communication Skills – the ability to explain technical issues clearly, both verbally and in writing
• Listening Skills – the ability to actively understand information 
• Diagnostic Skills – the ability to quickly determine the root cause of issues
• Problem Solving Skills – the ability to determine and take the steps necessary to correct issues

Experience and Education Requirements

• Technical knowledge and proficiency in one or more of the following:  Linux, TCP/IP networking configuration, SQL, or DHCP
• 2+ years call center experience or 1+ year remote technical support experience
• Experience using case logging software (e.g., Magic, Remedy, Heat, Salesforce, Service Now – Salesforce preferred)
• Ability to handle a workload of 25+ support cases/day or 80+ inbound requests based on role
• Available to work an overnight schedule & must be available to work weekends. 4 days on 3 days off. 8pm - 7am EST schedules
• Restaurant experience is a plus
• College degree is a plus
• Typing skills (>40 wpm)

$21 - $22 hourly
The above represents the expected hourly range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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, retire