Technical Support Representative

Summary of This Role

As a Technical CSR 1, you will Provide support on Product Operations sponsored programs/products, including but not limited to account set up and handling interactions from merchants, Relationship Managers, internal personnel, and 3rd party partners.

What you’ll own

• In a customer service call center setting, resolve end-user issues through step by step instructions related to hardware, software and networking support.
• Field incoming support requests submitted through phone calls, emails, or on-line chat rooms.
• Data entry of merchant information accurately, within specified time limits into the applicable database, using proprietary tools.
• Schedule and complete installations of Global Payments products.
• Stay current with all equipment options, features and functions as it relates to the vendor/product.
• Meet or exceed production, quality, and attendance objectives of the department.
• Regularly communicate details of fulfillment efforts through scheduled meetings and written pieces. Includes the ability to effectively communicate across multiple departments: product, development, sales, merchants, etc.
• Provide tier 2 support for products released to Customer Service
• Other duties as required by business conditions or as assigned.

Education:

• High school education

What you’ll bring:

• At least 1 year experience providing technical support to end users.
• Fundamental knowledge of the overall Bankcard Industry.
• Ability to work rapidly, independently and accurately under pressure to meet departmental goals.
• Knowledgeable of company policies, procedures, products and services. Have a current knowledge of your workgroup and department’s procedures, policies, and responsibilities.
• Working knowledge of Microsoft Office and Google G-Suite applications.