Product Technical Specialist II

Summary of This Role

Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilises various databases to select the best processing method and explains the solution to the client in order 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.

Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilises various databases to select the best processing method and explains the solution to the client in order 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.

• Resolve client and/or merchant technical support issues relating to point of service (POS) products, such as but not limited to dial‑up card swipe terminals and standard software‑based systems, and provide standard responses by using established documentation and processes, and begin to assist clients/merchants with technical support issues not included in the established documentation. Enter required and additional relevant information into databases while resolving customer issues.
• Further develop knowledgebase to include newly implemented or revisions to POS products, policies, procedures and regulations through continued training and reference to online manuals. Begin to interpret policies, procedures, compliance and association regulations.

• High School Diploma or Equivalent
• Typically Minimum 2 Years Relevant Experience

• Typically Minimum 4 Years Relevant Experienceli>
• Previous customer service experience with a focus on payments industry

• Skills / Knowledge – Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity – Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or making recommendations.
• Supervision – Normally receives little instruction on daily work, general instructions on newly introduced assignments.
• Computer Skills – Basic computer skills
• Industry Knowledge – Ability to develop basic payments industry knowledge
• Research – Basic ability to research issues and resolve customer inquiries.

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: