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Client Support Analyst I or Above
1 month 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.
Summary of This Role
Provides help desk support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.
Job Specific Schedule
This is a shift position. You will be required to work 12 hour shifts from 6am-6pm (0600-1800) Sunday, Monday, & Tuesday and 1 Saturday per month. Days will rotate throughout the year to include a Wednesday, Thursday, & Friday schedule instead of Sunday, Monday, & Tuesday. The schedule changes every 4 months with the next change starts in September 2024.
Job Specific Responsibilities
You will be the first point of contact for all TSYS Team Member and Client issues. You will be responsible for triage, notification and escalation of these issues.
What Part Will You Play?
- Receives a diverse range of client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); reviews information to define issues and determines the ultimate impact. Documents and/ or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues. Facilitates appropriate resolution tasks to provide service or assistance required. Coordinates all relevant groups to initiate prompt issue resolution for High to Critical Impact issues (e.g., access failures, system availability, etc.).
- Provides level one/ two technical support and becomes knowledgeable of more difficult problems and solutions by assisting level three support personnel with issues related to desktop, Personal Computer, or merchant terminals; creates/ programs custom terminal files for merchants based on merchant system selection as directed. Assists with escalated issues requiring advanced/ expert knowledge and experience with appropriate products. Displays a thorough proficiency of company systems/ client operating systems to include company module/ system enhancements while facilitating external/ internal client meetings.
- Verifies systems during and after scheduled outages/ maintenance including ad-hoc validation and authorization of screens, web sites and other company managed data for clients. Monitors critical path processing to confirm that benchmarks are met and notifies clients on any missed deliverables. May communicate disaster recovery and system outages to the client.
- Occasionally directs and assists with orientation, training, and mentoring others as outlined by management.
Minimum Qualifications
- High School Diploma or Equivalent
- Typically Minimum 1-4 Years Relevant Exp
- Help desk; POS Terminal experience
- Bachelor's Degree
- Computer science or technical field
- Typically Minimum 1-6 Years Relevant Exp
- Help desk; POS Terminal experience
- Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
- Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
- Supervision - Proposes methods and procedures on new assignments. May be informal team leader.
- Communication Skills - Excellent communication skills
- Problem Solving Skills - Must be able resolve merchant issues or coordinate issue resolution
- Analytical Skills - Must be able to analyze problem as it is described over the phone and determine best solution
"The position listed in this requisition is ineligible for the referral bonus award program"
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.
