Client Support Specialist

Overview

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.

Description

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

Preferred Qualifications

What Are Our Desired Skills and Capabilities?

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. To learn more, review our Benefits page at : https : / / jobs.globalpayments.com / en / why-global-payments / benefits /

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