Product Support Specialist

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 DESCRIPTION:

The Product Support Specialist role is primarily to act as a bridge between our Tier 1 and 2 Service Center(s) and our merchant clients across multiple sales channels within Global's Commerce Enablement Solutions business unit. Our business unit is among the fastest-growing divisions of Global Payments.

This role requires a high degree of flexibility, multi-tasking, and creative problem-solving. It's best suited for individuals who are passionate about learning, problem solving and successfully getting each escalation under control and resolved quickly. Since the role requires a working understanding of a broad range of systems, networks, and applications, an interest in and aptitude for technology is a key element for success. The Product Support Specialist works in close collaboration with our support teams, internal leadership team, product management and development teams, as well as clients. The role is directly managed by the Sr Manager of Operations and Card Production and works as part of a small highly-skilled team.

KEY RESPONSIBILITIES:

Product Support Specialist

• Fields escalations related to Gift, Gift+Rewards, Loyalty, and Analytics Suite products

• Acts as a solution consultant for internal and external contacts as needed when detailed information or complex issues are at play

• Serves as a subject matter expert for advanced product solutions and services such as escheatment, ACH settlement, and reporting

• Provides training, support, and overall expertise on technical tools owned and managed by the business unit (Chockview, Chockview2, Gift UI, Jira, Fresh Desk, etc) as needed both internally and with merchant clients

• Supports and facilitates technical integrations with 3rd parties partnership in coordination with development resources

• Actively works in partnership with our Gift team to augment and assist efforts during the 4th quarter high-volume period as needed

• Documents and assists in establishing process improvement for Operations team

• Manages and interprets merchant issues and works with engineering team to resolve with a sense of urgency

• Serves as backup on support for escalations regarding onboarding new hires into our Commerce Enablement Solutions business unit

• Completes any special projects as outlined by Sr Manager Operations and Card Production

• Provide cross functional support to other operations and support teams as BCP instances occur.

The US base hourly for this full-time position is Starting at $21.50 + benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.