Customer Support Specialist

Global Payments; Leicester; Hybrid; GBP 25,000 - 35,000

Job description

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.

About the Role

As a Customer Support Specialist, you will be responsible for helping new and existing customers as they integrate into and utilise our suite of E-commerce products and services in the payments ecosystem. You’ll focus on providing effective and efficient onboarding and in-life support services to merchants and partners, their developers and our Tier 1 Integration and Support team. This is a permanent position, recruiting out of our Leicester and Dublin offices on a flexible working model.

What you’ll be doing:

1. Assist new merchants and partners, their developers and our Tier 1 Integration and Support team through the onboarding process.
2. Provide expert advice on our product suite and the payments industry to both new and existing customers and partners.
3. Work with your team to efficiently manage inbound support escalations from the Tier 1 support team, via telephone and email.
4. Efficiently resolve technical issues, both proactively and as they arise.
5. Document issue resolutions, customer interactions and contribute to process-detailing and technical documentation.
6. Manage escalations from our regional teams and partners across the globe.
7. Stay up to date with product changes, industry trends and best practices for customer support.
8. Pitch in with other responsibilities from time to time.
9. Support our clients through on-call responsibilities which an on-call allowance will be rewarded for.

About You

1. A degree in a Business/IT related discipline is essential.
2. Clear communicator with excellent written, verbal and listening skills.
3. Ability to collaborate cross-functionally to understand customer and business requirements and translate them to effective implementation.
4. Ability to manage multiple implementation projects and customers simultaneously, set priorities and adapt to changing conditions.
5. Excellent problem solving and critical thinking skills and is able to break down ambiguous problems into concrete manageable components.
6. Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
7. Ability to work comfortably with internal systems, Excel, Powerpoint and the Google productivity suite.
8. 10+ months of experience working in customer support; technical support is desirable.
9. Ability to navigate change in a complex fast-paced environment, embracing new ideas both big and small.
10. Good knowledge of real-world applications of fundamental web and app technologies and frameworks including HTTP, HTML, CSS, JSON, AJAX, MVC etc. is desirable.

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 [e-mail].