Client Support Specialist (TouchNet OneCard)

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 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.

$23 - $25 hourly

What Part Will You Play?

Receives routine client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); assists with reviewing information to define the problem 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 as directed.

Assists with providing initial / basic technical support (e.g., resetting passwords for multiple applications) for internal / external client problems and with basic services related to desktop, Personal Computer, or merchant terminals. Escalates issues requiring more experience and in depth knowledge. Becomes familiar with company systems / client operating systems while observing external and internal client meetings.

Verifies systems during and after scheduled outages / maintenance including screens, web sites, and other company managed data for clients as directed. Assists with monitoring critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables.

This position can be worked remotely but will require to report to our office in Brantford, ON some days.

Traveling on site is required sometimes.

Monday - Friday 8am - 5pm

Minimum Qualifications

High School Diploma

Basic Windows Operating System knowledge and understanding & exposure to SQL.

Tech support experience

Preferred Qualifications

Typically Minimum 2 Years Relevant Exp

Help desk; POS (Point of Sale) Terminal experience

What Are Our Desired Skills and Capabilities?

Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.

Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.

Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.

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

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service.