Global Payments is hiring a Technical Support Representative to provide dependable and timely technical support for our proprietary restaurant products and applications. This non-exempt, hourly role operates in a help desk environment, handling a high volume of support requests via telephone, chat, and text.
What You'll Do
- 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 and escalations.
- Cooperate and communicate with team members to meet departmental goals.
- Develop detailed knowledge of Xenial 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.
What We're Looking For
- 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).
- Ability to handle a workload of 25+ support cases/day or 80+ inbound requests based on role.
- Available to work an overnight schedule & must be available to work weekends. 4 days on, 3 days off. 8pm - 7am EST schedules.
- Computer proficiency with the ability to type/record issues and resolutions.
- Customer service skills: ability to demonstrate empathy and positivity while aiding in the resolution of technical issues.
- Communication skills: ability to explain technical issues clearly, both verbally and in writing.
- Listening skills: ability to actively understand information.
- Diagnostic skills: ability to quickly determine the root cause of issues.
- Problem-solving skills: ability to determine and take the steps necessary to correct issues.
- Typing skills (40 wpm).
- Must be legally authorized to work for any employer in the United States on a full-time basis without the need for current or future immigration sponsorship.
- Must reside within a reasonable commuting distance to one of our office locations for occasional on-site presence.
Nice to Have
- Restaurant experience is a plus.
- College degree is a plus.
- Salesforce case logging experience preferred.
Technical Stack
- Linux
- TCP/IP
- SQL
- DHCP
- Case logging software (e.g., Salesforce)
Team & Environment
This role operates in a help desk environment, reporting to Supervisors / Management Team.
Benefits & Compensation
- Compensation: $21 - $22 hourly
- Medical, dental and vision care
- EAP programs
- Paid time off
- Recognition programs
- Retirement and investment options
- Charitable gift matching programs
- Worldwide days of service
Work Mode
This is a hybrid role based in the United States. Candidates must be US-based.
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.
