Global Payments Inc. Lansdale , PA 19446
Posted 2 weeks ago
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.
Job Responsibilities
24/7/365 support of field installation team members.
Perform post installation checklists.
Ensure new sites are added to autobot and view sites websites.
Ensure all optional software is installed and functional.
Provide "first line of support" contact for our international resellers (EGS, MYTEC, etc.).
Confirm all post installation checklists are completed for prior week.
Occasionally assist with staging equipment for future installations.
Perform a variety of data entry projects/assignments.
Perform various connectivity/network assignments.
Resolve customer issues/requests via established procedures, including product usage questions.
Use case-logging software to record client contact and actions accurately and concisely in our CRM platform.
Follow departmental procedures regarding call etiquette.
Follow departmental procedures regarding call escalations, ensuring calls are routed to appropriate resources on a timely basis.
Learn, build, and maintain detailed knowledge of products, practices, and procedures to better serve our customers.
Cooperate and communicate with team members to meet departmental goals; provide feedback on the status of service tickets, outstanding issues/concerns, etc.
Handle a daily workload of a defined number of cases/inbound requests (based on role) - approximately 25+ cases per day or 80+ inbound requests based on role.
Attend and participate in organizational meetings (e.g., team, department, company).
Adhere to work schedules as defined and be available when contacted during work hours; adhere to attendance requirements.
Demonstrate virtual operating principles (e.g., be on camera, respond in a timely manner to inquiries, maintain professionalism, eliminate/minimize non-work distractions, etc.).
Be familiar with and follow established communication channels, following departmental procedures regarding escalation of calls.
Be open and receptive to coaching and willing to learn new concepts; demonstrate agility in learning and adjust behaviors as technology changes.
Complete assigned training courses on a timely basis and actively participate in our performance management process (4Talks).
Follow company policies and procedures.
Perform other duties as requested (e.g., project work; assisting other team members; etc.).
Required Skills and Competencies
Education & Experience
Associate Degree preferred or equivalent years of experience.
Demonstrated basic math skills.
Knowledge of Office and Google product suites.
Ideal candidate will have 2+ years of call center experience or 1+ year of remote technical support experience.
Knowledge and proficiency in one or more of the following may be required: Windows, Linux, TCP/IP, networking configuration, SQL, or DHCP.
Experience using case-logging software (Salesforce preferred) and the ability to listen and type at the same time.
Call center or remote technical support experience.
Restaurant experience is a plus; in some roles, this may be required.
Bi-lingual (Spanish-speaking; French-speaking) is a plus.
Location
Ideally, this role will be in-office (Lansdale, PA) or Hybrid, however, Remote will be considered for otherwise qualified candidates.
Equipment
You will be provided with a company-issued laptop. A monitor, mouse, keyboard, and headset may also be provided depending upon the candidate's preference. Phone, modem, and network connections are necessary.
Travel
Limited (10%) to none.
There may be times when a need arises for a technician to be on-site to assist and/or guide a customer. While these instances are rare, it is important to note it is possible.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice based upon business needs. Team members are expected to be flexible as such changes occur.
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.
Mitchell Lewis & Staver And Mitchell Wine Group
Posted Today
VIEW JOBSGlobal Payments Inc.