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Technical Account Manager
2 months 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.
Our Active Network division is hiring
The
Technical Account Manager
is a technical expert who works collaboratively with Account Management and cross-functionally with Product and Development. Their goals are to drive performance and growth with the client, provide guidance on maximizing client experience with ACTIVE products, and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.
Responsibilities:
Deliver solutions by identifying problems, researching answers, and guiding users through resolution steps;
Educate clients and explain features and functionality of hardware products and software applications;
Provide first and second tier telephone, email, and remote support to customers;
Test and evaluate potential new hardware and software products or services including, but not limited to handheld/mobile devices, product updates, and updated industry security practices;
Improve system performance by identifying issues and recommending changes;
Continue product expertise by updating job knowledge, education training, and maintaining personal networks;
Develop training materials and support documentation to improve the user experience.
Perform a deep dive review of the client’s business systems requirements and understanding of relevant business operations
Provide direct, daily support to key clients by troubleshooting issues across applications, providing solutions to issues, answering questions (via email and phone).
Following up with internal departments regarding product issues, bugs, developments etc and feeding this information to both the client and AM
Report and manage any client impacting product escalations. Collaborate with product team to troubleshoot and effectively resolve with minimal impact to client and customers.
Provide timely and ongoing communication to clients
Requirements:
1-2 years Technical Support (Phone Support preferable) experience
2+ years Customer Service experience
Two-year degree in Information Technology or related experience
Additional Technology Certifications are preferred
Interprets and applies complex technical information
Knowledge of systems design and implementation in a database environment, communications networks, and technical and user-related aspects of a personal computer environment
Excellent problem-solving, communication and, interpersonal skills along with patience, a customer-friendly attitude, and the ability to work in a team environment
Ability to learn quickly in a self-directed environment with minimal supervision
Strong work ethic and high level of initiative and efficiency
About ACTIVE:
ACTIVE Network is on a mission to make the world a more active place by connecting people to the things they love, want and need to do. Our SaaS technology platform offers intelligent and intuitive registration, secure payment processing, insightful data and services to help organizers drive increased participation and revenue while streamlining administration. We also engage over 13M participants on behalf of over 27,000 organizers through our global marketplace for activities and events. The partnerships and data insights achieved through our diverse customer base fuel innovations and allow us to deliver best-in-class solutions. The markets we serve include: Race and Events, University Athletics and Programs, Camp and Classes, Swim Programs, YMCA Management, Park & Recreation Management, and more. Founded in 1999, ACTIVE Network is headquartered in Dallas, Texas, with offices throughout North America, Europe, and Asia. We are part of Global Payments Inc.(NYSE: GPN), which has been delivering innovative payment solutions for over 50 years. For more information, please visit ACTIVEnetwork.com .
At Global Payments our vision is to be “Champions of Inclusion.” We are fully committed and focused on creating a better tomorrow in the communities in which we live and work. We aspire to ensure fair treatment, access, opportunity and advancement for all team members. We believe all team members should be able to bring their true, authentic selves to the workplace and feel accepted, engaged and understood.
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.
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