Technical Support Representative - Level 2

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 NEXTEP’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 NEXTEP 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.

Responsibilities in addition to Level 1 Technical Support: 

• 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

Knowledge, Skills and Abilities: 

• 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

Requirements: 

• 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) 

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
     
At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].