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Tech Support Specialist

2 months ago

Cincinnati, Ohio, United States Worldpay Full time
About the Role

We are seeking a highly skilled Tech Support Analyst to join our Merchant Liaison Unit (MLU) team. As a Tech Support Analyst, you will be responsible for monitoring and correcting incoming settlement files for our customers, ensuring that daily files are received and imported correctly.

Key Responsibilities
  • Provides technical support activities for a software production processing environment.
  • Installs, maintains, and supports application/source code and/or its components and subsystems, including third-party software.
  • Detects, diagnoses, and reports related problems.
  • Analyzes and resolves incidents, problems, or known errors related to failures in application and supporting software components.
  • Creates and maintains complete documentation relative to the support of application software.
  • Provides consultation to internal users with regard to software capabilities and use.
  • Follows escalation procedures, when appropriate, to resolve incidents, problems, or known errors in a timely manner.
  • Uses appropriate diagnostic tools to isolate and resolve incidents, problems, or known errors.
  • Acts as project liaison/Services Delivery advocate on projects.
  • Assists client support with development of internal and client-directed communications related to incidents, problems, or known errors.
  • Plans and supports application-specific disaster recovery activities, including development and maintenance of documentation.
  • Conducts production support validations/certifications and accepts turnover from development.
  • Provides standardized operational reporting metrics to business as well as information technology management.
  • Monitors and maintains product availability, capacity, and performance for products based on defined service level.
Requirements
  • Associate's degree or Bachelor's degree or the equivalent combination of education, training, or work experience.
  • Previous SQL experience.
  • Requires a working knowledge of applications and utilities used by supported products.
  • Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems.
  • Ability to demonstrate interpersonal and team-building skills and manage conflict.
  • Ability to analyze and solve problems using learned techniques and tools, including escalation practices.
  • Skilled use of Microsoft Office package and related software applications is required.
  • Team skills, including the ability to establish and maintain effective working relationships.
  • Strong analytical, statistical, and problem-solving skills.
  • Ability to utilize judgment in decision-making processes and decisions related to job tasks.
  • Strong organizational skills and ability to handle multiple tasks and meet deadlines.
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients, and public.
What We Offer

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.
Our Values

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.