Summary of This Role
Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services.
Respond to inquiries from clients; understand their technical questions, assess their needs, and suggest or promote solutions that may include alternative products or services.
Undertake research and develop proposals to new solutions to solve technical problems and follow up on the status of outstanding issues.
Use databases or other computerized systems to maintain up-to-date documentation.
What Part Will You Play?
Continue education of the industry, system, module and product, and use that information to inform the client.
React to moderately complex client inquiries and conduct research to solve issues within established guidelines.
Continue knowledge transfer for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology.
Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and proposing communication of the resolution to the client.
Assigned as contact with the client to either resolve the client's issue or propose definition of the client's problem for subsequent action.
Participate in the calls with technical, account management, vendors and/or the client when necessary, and update issue-tracking systems, while keeping the client informed.
Begin to analyze and evaluate client-initiated changes, including options maintenance requests, through client consultation about best practices and internal research.
Perform maintenance on accounts.
Verify system changes made and ensure the outcome is accurate.
Build client relationships through accurate and timely communication.
Establish credibility through knowledge of systems and product functionality.
Understand clients' business needs and objectives and identify opportunities to promote new products and services.
Interpret basic technical client issues and project requests.
Assist in determining root-cause analysis and identifying technical changes needed.
Translate for internal teams and stakeholders.
Advocate for the client within Global Payments while striving to meet the needs of both parties.
Develop functional requirements and specifications to support client customization or system changes.
What Are We Looking For in This Role?
Minimum Qualifications
Bachelor's Degree
Relevant experience or degree in: Bachelor's degree or the equivalent of training and experience
Typically Minimum 2 Years Relevant Experience
Includes consulting with clients to meet business needs
Preferred Qualifications
Typically Minimum 4 Years Relevant Experience
In the credit card industry
What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Developing professional expertise, applying company policies and procedures to resolve a variety of issues.
Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
Exercises judgment within defined procedures and practices to determine appropriate action.
Builds productive internal/external working relationships.
Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
Problem Solving - Ability to solve problems using experience and good judgment.
Effective Communication - Demonstrated effective written and oral communication skills.
Technical Aptitude - Ability to understand and communicate technical changes in easy-to-understand business terms.
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