Technical Support Associate II

Global Payments Inc. • Jeffersonville, IN

4d

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. Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a Tier 2 Technical Support Specialist to join our ever evolving Genius division and help shape the future of global commerce. In this role, you’ll serve as a trusted technical expert, helping restaurants stay connected, process payments reliably, and deliver seamless experiences to their customers. Your expertise will directly influence business continuity by resolving complex technical challenges, minimizing operational disruption, and driving long-term improvements across our Point of Sale (POS) ecosystem. Working alongside Product, Engineering, Training, and Support teams across the globe, you’ll have the opportunity to strengthen customer success, contribute to product innovation, and play a meaningful role in advancing Global Payments’ mission to power commerce worldwide through technology, partnership, and exceptional service.

Requirements

• Proven experience in technical support, help desk, customer support, or a related environment, with a track record of successfully resolving complex customer-facing issues.
• Strong troubleshooting capabilities across software, hardware, networking, and connectivity challenges, with the ability to identify root causes and deliver effective solutions.
• Excellent communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Demonstrated ability to manage competing priorities, exercise sound judgment, and maintain a high level of service in a fast-paced environment.
• A customer-first mindset with a strong sense of ownership, accountability, collaboration, and commitment to delivering positive business outcomes.

Nice To Haves

• Experience supporting Point of Sale (POS) platforms, restaurant technology, hospitality solutions, or merchant-facing software products.
• Knowledge of payment processing technologies, EMV (Europay, Mastercard, and Visa) devices, payment terminals, and merchant services environments.
• Familiarity with networking concepts, Microsoft 365, Active Directory, remote device management tools, or dealer and channel partner support models.

Responsibilities

• Drive rapid resolution of complex technical issues across Point of Sale (POS), payment processing, hardware, software, and networking environments, helping restaurant operators maintain business continuity and deliver exceptional customer experiences.
• Own escalated support cases from diagnosis through resolution, ensuring timely outcomes, clear communication, and accountability that builds trust with clients, dealer partners, and internal stakeholders.
• Identify recurring trends and influence long-term improvements by translating technical insights into recommendations that enhance product performance, reduce future disruptions, and improve operational efficiency.
• Enable customer success through technical expertise, helping operators maximize the value of their technology investments while improving system reliability, adoption, and performance.
• Contribute to a culture of continuous improvement and knowledge sharing, strengthening team capabilities, accelerating issue resolution, and supporting scalable growth across support operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed