Duties and 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.
* You’ll act as a customer champion, providing expert advice on technical payment processing and the payments industry to both new and existing customers and partners.
* Collaborating closely with other business units to ensure a timely and accurate response to any customer queries, or to provide feedback to other teams.
* Documenting resolutions and ensuring a full audit trail of interactions.
* Developing yourself to progress your career within Global Payments, supported by your 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.
* Working in a fast‑paced, ever‑evolving environment, pitching in with other responsibilities as needed.
Competencies (Knowledge / Skills or Abilities / Behaviour)
* Minimum 1 year of experience in a customer or technical support role.
* Enthusiasm and desire to succeed; a winning mentality.
* Excellent written, verbal and listening communication skills.
* Ability to collaborate cross‑functionally to understand customer and business requirements and translate them into effective solutions.
* Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
* Excellent problem‑solving and critical‑thinking skills, able to break down complex issues.
* Excellent customer service skills and ability to maintain and build relationships both internally and externally.
* Proficiency with Microsoft or Google productivity suite—Docs, Sheets, Meet.
* Familiarity with identifying and embracing new ideas to enhance service, products or personnel.
* Flexibility in approach to the needs of customers and the business.
Qualifications / Requirements
* Degree in IT, Computer Science or related discipline desirable.
* Understanding of programming languages and real‑world applications/services, particularly HTML, XML and CSS.
* Experience with Kibana or Grafana advantageous.
#J-18808-Ljbffr