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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 results. We are driven by our passion for success and 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 of This Role
Provide accurate and timely technical information, advice, and assistance regarding the organization's products and services. Respond to client inquiries, understand their technical questions, assess their needs, and suggest or promote solutions, including alternative products or services. Conduct research and develop proposals for new solutions to solve technical problems, and follow up on outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.
Job Specific Skills & Competencies:
Ability to multitask, analyze problems, and offer solutions; good oral and written communication skills.
What Part Will You Play?
Continuing education about the industry, system, module, and product, using that information to inform clients.
Respond to moderately complex client inquiries, conduct research to resolve issues within established guidelines, and transfer knowledge for resolving client issues according to Issue Resolution Methodology. Clarify impact with clients, validate through internal research, facilitate technical interactions, track issue status, validate corrective actions, and communicate resolutions to clients. Serve as a contact point with clients to resolve issues or define problems for subsequent action.
Participate in calls with technical teams, account management, vendors, and clients when necessary; update issue tracking systems and keep clients informed.
Analyze and evaluate client-initiated changes, including maintenance requests, through client consultation and internal research. Perform account maintenance, verify system changes, and ensure accuracy.
Build client relationships through accurate and timely communication. Establish credibility through knowledge of systems and product functionality. Understand clients' business needs and identify opportunities to promote new products and services.
Interpret mid-complexity technical client issues and project requests. Assist in determining root causes and technical changes needed. Translate for internal teams and stakeholders. Advocate for clients within Global Payments while balancing their needs with organizational goals.
Develop functional requirements and specifications to support client customization or system changes.
What Are We Looking For in This Role?
Minimum Qualifications:
Bachelor's Degree or equivalent training and experience.
Typically, a minimum of 6 years of relevant experience, including consulting with clients to meet business needs.
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