Responsibilities
* Supporting developers with their integration into the Global Payments platform - onboarding, in-life and escalations.
* Holding phone calls and joining online meetings with customers and their developers to discuss eCommerce related topics.
* Responding to tickets inline with our SLA’s and ensuring that our customers are well looked after, providing first class customer service. You will be the face and voice of Global Payments during your interactions.
* Acting as a customer champion, providing expert advice on technical payment processing and the payments industry to both new and existing customers and partners.
* Collaborating with other business units to ensure a timely and accurate response to customer queries or providing feedback to other teams.
* Documenting resolutions to maintain a full audit trail of interactions.
* Develop yourself to progress your career within Global Payments, supported by leaders to realise your goals.
* Representing the UK&I business when required to support other regions.
* Staying up to date with product changes, industry trends and best practices to remain fully informed.
* Pitching in with other responsibilities in a fast paced, ever evolving environment.
Competencies
* A minimum of 1 year experience working in a customer or technical support role is desirable.
* Enthusiasm and desire to succeed – encouraging a winning mentality.
* Clear communicator with excellent written, verbal and listening skills.
* Ability to collaborate cross‑functionally to understand customer and business requirements and translate them to effective solutions.
* Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
* Excellent problem solving and critical thinking skills and the ability to break down complex problems into manageable components.
* Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
* Proficient with Microsoft or Google productivity suite – Docs, Sheets, Meet specifically.
* Identifying and embracing new ideas to enhance our service, products or personnel.
* Be flexible in your approach to the needs of our customers and the business.
Qualifications
* A degree in IT, Computer Science or related discipline is desirable.
* Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial.
* Previous use of Kibana or Grafana would be advantageous.
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