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Technical Support Representative Senior

1 month ago

Rockford, United States Worldpay Full time

Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one. We're looking for a Technical Support Representative Senior to join our ever-evolving Global Technical Service Center team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About the team Information Technology Our Tech and Security teams keep us moving each day, no matter where we are in the world. From the hardware to the networks and everything between, they humbly make it all happen. Within the Global Technical Service Center, we are looking for team members with a vision that includes going above and beyond, helping everyone, works to win our customers trust and willingness to be one team. SHIFTS: We have two shifts open (8AM-8PM) D1 - Sunday through Tuesday, Rotating Wednesday D2 - Rotating Wednesday, Thursday through Saturday What you'll own Provides effective customer service in a 24X7X365 production environment (holiday support may be required). Utilizes soft skills and troubleshooting skills to resolve client issues and questions. Asks probing questions to gather relevant information on routine and complex calls with effective listening skills to develop understanding of client questions or issues. Documents, tracks, and monitors client incidents in ticketing system to ensure a timely resolution. Communicates highly technical information to both technical and nontechnical personnel. Prioritizes and escalates support incidents and requests based on business impact and documented guidelines. Where you'll own it You'll own it in our thriving Cincinnati, OH hub or remotely in the US anywhere. While we're a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person. What you bring Good customer service skills with internal and external users A self-learner that has flexibility to think, interpret and apply the knowledge gained Experience using Service Now, Mainframe applications and MS Office High school diploma or GED with relevant work experience Worldpay perks - what we'll bring for you We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program. What makes a Worldpayer At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Curious. Humble. Creative . We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers. Empowered. Accountable. Dynamic . We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up. Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. We can't wait to hear from you. To find out more about working with us, find us on LinkedIn. LI-AD1 Worldpay is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $26.70 - $43.51 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process. Privacy Statement Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice. EEOC Statement Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. Sourcing Model Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.