Technical Support Representative - Level 2

Technical Support Representative Level 2 (TSR-L2) must be organized, have in-depth knowledge of NEXTEP’s software, driven to solve problems through to completion, and a friendly disposition. TSR-L2 will be responsible for assisting with telephone support, escalation procedures, advanced troubleshooting, and team training of the NEXTEP product suite. This position is critical to our expanding customer base across all of our verticals;

specifically in the areas of restaurants, corporate dining, and other managed food service operations. This position is expected to maintain expert knowledge of our existing customer base, NEXTEP processes, procedures and hardware. This position will report to the Support Manager.

• Provide in-depth analysis or synopsis of escalated support issues to other teams or Management
• Provide additional Team Member troubleshooting and support
• Provide training for Level 1 Technical Support Representatives
• Provide technical support to the Services and Sales Teams
• Participate in Quality Assurance testing of software releases
• Develop, maintain, and improve documentation related to installation and support procedures
• Train NEXTEP Customers and Team Members on our hosted command center tools
• Maintain a high daily closure rate
• Lead customer projects
• Ensure proper escalation procedures are used within Teams
• Represent the Support Team as required with other NEXTEP departments
• Other duties as assigned

• Strong listening, written and verbal communication skills
• Exceptional work ethic with a strong sense of urgency
• High technical aptitude and strong PC literary skills
• Ability to multitask and work under pressure
• Great attitude and enthusiasm
• Entrepreneurial spirit

• Relevant work experience in lieu of degree considered
• 3+ years of technical support required
• Must be willing to travel between 10-20%
• Provide occasional evening and weekend support (rotational)

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:

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.