Technical Customer Care at Global Payments

Cuajimalpa de Morelos, Mexico City, Mexico

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Experience managing a help desk team and activities related to identification, prioritization, and resolution of reported problems
Ability to plan and schedule help desk activities to ensure continuity of service
Skills in assigning team members to operations and directing their activities
Capability to coordinate, monitor, log, track, and resolve all phases of help desk support
Proficiency in analyzing help desk enquiries to identify recurring user problems, recommend solutions, and identify service improvements
Oversight experience in developing, maintaining, and ensuring integrity of help desk software, including problem management databases
Ability to develop problem-solving guidelines, checklists, or other materials for recurring or routine user problems

Manage the help desk team and activities associated with identifying, prioritizing, and resolving reported problems
Plan and schedule help desk activities to ensure service continuity
Assign team members to various operations and direct their activities
Ensure all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately
Analyze help desk enquiries to identify recurring user problems, recommend solutions, and identify areas for help desk service improvement
Oversee the development, maintenance, and integrity of help desk software to monitor team activities and performance
Develop problem-solving guidelines, checklists, or other materials to assist the help desk team with recurring or routine user problems