Sr. Technician, Dealer

Ready to take your career global?

Make your mark with one of the biggest names in payments. At Global Payments, you help businesses grow by transforming how they accept and manage payments. As a Senior Technician, Dealer Support on the Restaurant Genius team, you will bring innovative solutions directly to dealers & business owners and create a real, measurable impact on their day-to-day operations.

You will be receiving and responding, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizing 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.

• Acting as the Subject Matter Expert (SME), resolve escalated/inbound client and/or merchants technical support issues relating to all supported point of service (POS) products, to include dial-up terminals, software-based and cloud-based systems. Creates processes and provide 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) and researches solutions for new or previously unknown POS product issues.
• As the SME, identifies coaching/training opportunities within the team. Maintains an extensive knowledgebase of POS products, policies, procedures, compliance and association regulations through the continued participation in on-going training and reference to online manuals. Advises less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations.

• Qualifications
  - High School Diploma or equivalent
• Experience
  - Typically, minimum 4+ years relevant experience
• Skills / Knowledge
  - As a highly skilled specialist, contributes to the development of concepts and techniques. You will complete complex tasks in creative and effective ways and be able to work to set timelines.
• Job Complexity
  - You will consistently work on complex assignments requiring some independent action and a high degree of initiative to resolve issues. You will make recommendations for new procedures. Oversee a team and coordinate daily work covering multiple assignments.
• Supervision
  - You will be able to determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.
• Computer Skills
  - Basic to intermediate computer skills
• Industry Knowledge
  - Ability to develop basic payments industry knowledge
• Research
  - Basic ability to research issues and resolve customer inquiries

• Typically, Minimum 6 Years Relevant Exp
• Previous customer service experience with a focus on the payments industry

Our inclusive and global team wins together every day. We're proud to have the best minds in the industry, who can learn from as your career grows.

-its unmatched, Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

Global payers think like a client, act like an owner, and win as one team. We're curious and innovative- always finding a better way to deliver impact. We empower each other to make decisions and it's our passion that drives excellence in everything we set out to do.

Does this sound like you?