Technical CSR II

Global Payments Inc.•Troy, MI

About The Position

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Technical Support Representative Level 2 (TSR-L2) must be organized, have in-depth knowledge of Genius’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 Genius 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 foodservice 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.

Requirements

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)

Responsibilities

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