Technical Support Analyst III
Global Payments Inc.•Cincinnati, OH
•Hybrid
About The Position
This position is hybrid 3 days per week in the Cincinnati, OH office. The role is within the Technical Conversions Support team and focuses on supporting merchant clients, maintaining configurations, and enhancing products. The analyst will also be responsible for certifying and generating settlement files, resolving service requests and incidents, and potentially conducting code-level software analyses to identify bugs or system modifications. The position involves analyzing problems, documenting resolutions, and escalating issues when necessary, as well as assisting in documenting policies and procedures.
Requirements
- Bachelor’s degree in computer science, management information systems, business administration or other related discipline or the equivalent combination of education, training, or work experience.
- Experience in Technical Support, Production Support, Engineering, or IT
- Excellent analytical, problem-solving and time management skills
- Ability to successfully manage multiple concurrent tasks
- Must be extremely detail-oriented and thorough in completing tasks
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
- US Citizen or valid Green Card Holder
Nice To Haves
- Knowledge of JCL, TSO, Assembler and/or Cobol is desirable
- Scripting is a plus
Responsibilities
- Boarding and support of merchant clients and maintaining client configurations and product enhancements.
- Complete certification of settlement files and generate settlement files and reports as requested.
- Engage with Line of Business, Operations, Support and Development teams to deliver best in class service to our clients.
- Complete Service Requests and resolve assigned Incidents within designated OLAs.
- May conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed.
- Analyzes problems, documents and communicates resolution, and conducts follow up. Escalates problems to appropriate teams when necessary.
- Assists in documenting current policies and procedures in the knowledge management system.
Benefits
- Drug test will be required if a conditional offer of employment is made and the role is in the United States.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
