Sr. Technician, Dealer Support at Global Payments

Jeffersonville, Indiana, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, FintechIndustries

Requirements

High School Diploma or Equivalent
Typically Minimum 6+ Years Relevant Experience
Preferred: Typically Minimum 8 Years Relevant Experience
Preferred: Previous customer service experience with a focus on payments industry
Basic computer skills
Ability to develop basic payments industry knowledge
Basic ability to research issues and resolve customer inquiries

Responsibilities

Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems
Utilizes various databases to select the best processing method and explains the solution to the client to resolve the inquiry
Maintains an accurate and complete record of all inquiries and problems handled
Operates a personal computer, mainframe, software packages and front end programs related to the client
Acting as the Subject Matter Expert (SME), resolves escalated/inbound client and/or merchants technical support issues relating to all supported point of service (POS) products, including dial-up terminals, software-based and cloud-based systems
Creates processes and provides responses not included in the established documentation
Enters required and additional relevant information into databases while resolving customer issues, achieving established goals and objectives for quality and productivity measures
Provides SME level advice for POS product issue resolution to less experienced Technical Customer Service Representatives (Tech CSRs)
Researches solutions for new or previously unknown POS product issues
Identifies coaching/training opportunities within the team
Maintains an extensive knowledgebase of POS products, policies, procedures, compliance and association regulations through ongoing training and reference to online manuals
Advises less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations
Contributes to the development of concepts and techniques as a highly skilled specialist
Completes complex tasks in creative and effective ways
Ensures tasks of team are completed in a timely manner
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
Determines methods and procedures on new assignments with some independence
Often acts as a facilitator for group and is formal team leader

Skills

Key technologies and capabilities for this role

POS systemstechnical supportcustomer servicedial-up terminalscloud-based systemsmainframedatabasesSMEtroubleshootingPOS product knowledge

Questions & Answers

Common questions about this position

What is the salary or compensation for this Sr. Technician role?

This information is not specified in the job description.

Is this Sr. Technician position remote or does it require office work?

This information is not specified in the job description.

What experience and skills are required for this role?

Minimum qualifications include a High School Diploma or Equivalent and typically minimum 6+ years relevant experience, with preferred 8+ years and previous customer service experience focused on the payments industry. Desired skills include contributing to concepts and techniques as a highly skilled specialist, completing complex tasks creatively, and overseeing a team.

What is the team structure like for this position?

The role involves acting as a Subject Matter Expert (SME) providing advice to less experienced Technical Customer Service Representatives, identifying coaching/training opportunities within the team, and overseeing a team while ensuring tasks are completed in a timely manner.

What makes a strong candidate for this Sr. Technician position?

Strong candidates have 8+ years of relevant experience, previous customer service in the payments industry, expertise in resolving complex POS technical issues independently, and the ability to mentor team members and develop new procedures.