Support Specialist

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.

Are you looking for an opportunity to work in a fast-growing company in a positive and friendly team environment? If so, we may be the business for you!

We are looking for an organized, analytical and empathetic Support Specialist with great technical, relational, and communicational skills to assist our clients with technical problems when using our products and services. This candidate will be passionate about Tech and F&B and always act ethically. He / She will be responsible for providing an excellent customer support experience and respond to customer queries promptly and effectively.

Responsibilities:

• Provide prompt and effective support to customers.
• Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
• Maintain a deep understanding of the SaaS platform, including features, functionalities, and updates.
• Guide and train customers on how to use the product effectively.
• Gather and report customer feedback to help improve the product and support processes.
• Escalate complex or unresolved issues to higher-level support or development teams as necessary.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the support received.
• Contribute to the development and improvement of support processes and documentation.
• Work closely with other teams, such as Customer Success, Product Development, and Sales, to ensure a seamless customer experience.

Requirements:

• BS degree in Information Technology, Computer Science or equivalent.
• 1-3 years of experience as a Technical Support Specialist or similar CS role ideally in a software as a service (SaaS) or cloud applications environment.
• Knowledge of operating systems, web services and API.
• Ability to troubleshoot complex software issues.
• Previous experience with tools such as Postman, Kibana or similar is a plus.
• Excellent problem-solving skills and multi-tasking abilities.
• Detail-oriented, analytical, and creative thinker.
• Proficiency in English, with strong written and verbal communication skills.
• Ability to work with cutting-edge technology and assimilate information rapidly.

Great Advantage:

• Basic coding abilities.
• Multi-tasking, self-learning, highly motivated and a team player.
• Reliable, organized, detail-oriented, independent, and self-motivated.
• Knowledge of the F&B and Retail industries and of customer engagement / loyalty solutions.

The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows: 12.30pm to 10.00pm and 3.30pm to 1.00am.

In addition to a competitive salary, you’ll have access to an excellent benefits package, including:

• Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage).
• A positive, productive, and energetic work environment!
• 25 days annual holiday.
• Global career progression opportunities.
• Wellbeing initiatives, regular social events and charitable initiatives to give back to our community.
• Office with amazing views on JLT park and lake and Dubai Marina.
• Exciting team-building activities.