Technical Support Representative Specialist

Worldpay • Cincinnati, OH

34d

About The Position

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a Technical Support Representative Specialist to join our ever evolving IT Deskside Support team and help shape the future of global commerce.

Requirements

• Proven experience in a service desk role, preferably in a global or multi-site environment.
• Experience with ServiceNow, with a focus in Service Operations Workspace consumption.
• Strong knowledge of ITIL framework and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Nice To Haves

• Experience with other ITSM solutions is acceptable but SNOW is preferred.

Responsibilities

• Ensuring timely and effective resolution of incidents and service requests.
• Customer engagement over all channel types; phone, chat, walk-up, requests, etc.
• Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with ITIL best practices and company policies.
• Manage and maintain Worldpay’s interactions, incidents, and requests within the ServiceNow system.
• Ensure adherence to documentation standards of work, SLA’s, and other relevant activities within the system.
• Provide training and support to service desk staff on ServiceNow functionalities, standards, and changes.
• Build and maintain strong relationships with key stakeholders and clients; especially the assigned primary location(s) / region(s).
• Ensure high levels of customer satisfaction through effective communication and problem-solving.

What This Job Offers

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