Technical CSR II (Overnight) at Global Payments

Lansdale, Pennsylvania, United States

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Fintech, Restaurant TechnologyIndustries

Technical knowledge and proficiency in one or more of the following: Linux, TCP/IP networking configuration, SQL, or DHCP
2+ years call center experience or 1+ year remote technical support experience
Experience using case logging software (e.g., Magic, Remedy, Heat, Salesforce, Service Now – Salesforce preferred)
Ability to handle a workload of 25+ support cases/day or 80+
Computer Proficient – demonstrated proficiency in using computers with the ability to type/record issues and resolutions
Customer Service Skills – the ability to demonstrate empathy and positivity while aiding in the resolution of technical issues; the ability to focus on each customer call without distraction
Communication Skills – the ability to explain technical issues clearly, both verbally and in writing
Listening Skills – the ability to actively understand information
Diagnostic Skills – the ability to quickly determine the root cause of issues
Problem Solving Skills – the ability to determine and take the steps necessary to correct issues
Ability and willingness to work weekends (scheduled to work 40 hours/week with one full day being a Saturday or Sunday)
Adherence to scheduling and attendance requirements

Resolve customer service requests via established troubleshooting procedures
Maintain knowledge of all products and adhere to troubleshooting procedures
Follow departmental procedures regarding customer call etiquette
Follow departmental procedures regarding escalations
Cooperate and communicate with team members to meet departmental goals
Follow company policies and procedures, including adhering to scheduling and attendance requirements
Perform other duties / projects as requested
Develop detailed knowledge of Xenial/SICOM products
Resolve customer service requests through effective interaction and remote diagnosis of hardware, software and configuration issues
Assist customers with product usage questions
Use case logging software to record client contact and actions
Process 25+ inbound support cases/day via phone, SMS, email, chat or voicemail
Provide feedback on service tickets that remain unresolved at end of shift