Technical Customer Support 2

Responsibilities: 

• In a customer service call center setting, resolve end-user issues through step by step instructions related to hardware, software and networking support. 

• Field incoming support requests submitted through phone calls, emails, or on-line chat rooms.   

• Data entry of merchant information accurately, within specified time limits into the applicable database, using proprietary tools. 

• Schedule and complete installations of Global Payments products.  

• Stay current with all equipment options, features and functions as it relates to the vendor/product. 

• Meet or exceed production, quality, and attendance objectives of the department. 

• Regularly communicate details of fulfillment efforts through scheduled meetings and written pieces.  Includes the ability to effectively communicate across multiple departments: product, development, sales, merchants, etc.   

• Provide tier 2 support for products released to Customer Service 

• Other duties as required by business conditions or as assigned. 

Education: 

• High school education 

Experience, Knowledge and Skills: 

• At least 1 year experience providing technical support to end users.  

• Fundamental knowledge of the overall Bankcard Industry.   

• Ability to work rapidly, independently and accurately under pressure to meet departmental goals. 

• Knowledgeable of company policies, procedures, products and services.  Have a current knowledge of your workgroup and department’s procedures, policies, and responsibilities.  

• Working knowledge of Microsoft Office and Google G-Suite applications.  Ability to type at least 40 words per minute.  Must have strong written and oral communication skills and well-developed problem solving skills and attention to detail.