Client Support Specialist IV

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.

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.

• Receives escalated (non-)routine 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 a CSHD ticket, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve non-routine internal/ external client issues. Leads all efforts to facilitate appropriate resolution tasks to provide service or assistance required. Is the primary contact for Severity 1 or Critical Impact issues (e.g., critical system availability issues, critical access failures, critical service level failures, etc.), coordinates all relevant groups to initiate and ensure prompt issue resolution.
• Provides the highest level of technical support (level three) handling the most difficult or escalated issues related to desktop, Personal Computer, or merchant terminals; creates/ programs custom terminal files for higher level merchants based on merchant system selection. Provides Subject Matter Expert (SME) advice to level one and two tier support personnel and researches and develops solutions to new or previously unknown issues. Reviews CSHD tickets and assesses the time already spent with the client so that the work is prioritized, time management is sufficiently utilized, and ensures compliance with client Service Level Agreements (SLA)/ service contracts. Displays SME 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. As the informal leader, provides client communication for disaster recovery and system outages.
• Directs and assists with orientation, training, and mentoring others as outlined by management.

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 6+ Years Relevant Exp
• Help desk; POS Terminal experience

Preferred Qualifications

• Bachelor's Degree
• Computer science or technical field
• Typically Minimum 8+ Years Relevant Exp
• Help desk; POS Terminal experience

• Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.
• Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.
• Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal 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

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.