Project Support Associate
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Job Location:
Jeffersonville, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 1300 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.
Role purpose
Keep Portico production integration escalations moving by acting as the coordination layer between Production Support and Development.
Run merchant-facing operational support for Portico beta releases including feedback collection data gathering and issue intake/coordination.
Key responsibilities
1) Beta program coordination and merchant POC
Serve as the primary point of contact for beta merchants for:
General beta support questions
Issue reporting and triage intake
Coordinating next steps and expectations
Conduct outreach calls with beta merchants to:
Collect qualitative feedback on usability performance and pain points
Confirm test completion and validate outcomes
Capture what happened / when / impact / repro in a consistent format
Collect and organize beta data/artifacts needed for analysis and escalation:
Transaction examples timestamps device/app versions environment details logs as available
Maintain beta issue log and track:
Severity frequency impacted merchants current mitigation/workarounds owner next checkpoint
Coordinate beta cadence:
Kickoff office hours weekly status release notes/known issues updates exit-criteria tracking
2) Production Integration Escalations (PIE) coordination (middle-man role)
Act as the coordination bridge between Production Support and Developers:
Ensure Production Support provides required evidence (examples timestamps response codes environment)
Ensure Developers receive clean actionable problem statements and can respond with findings/asks
Manage escalation intake and triage logistics:
Confirm severity impacted partners/merchants scope and current mitigation status
Run escalation bridges / war rooms:
Scheduling agenda notes action items ownership and due dates
Provide consistent escalation communications:
Internal updates (Support Eng Product/Ops) and partner-facing updates where appropriate
Keep updates factual: current state whats being tested next checkpoint whats needed from whom
Drive closure discipline:
Confirm resolution validation with Production Support
Capture final summary decisions follow-ups and documentation links
3) Tracking reporting and process discipline
Maintain a single source of truth:
Escalation tracker beta tracker issue/action logs decision log contact lists
Track dependencies and blockers across teams; escalate when items stall.
Produce lightweight reporting:
Aging items volume trends top categories and recurring issues (as defined by the team)
4) Documentation and enablement
Maintain/update:
Beta runbooks merchant call notes templates escalation intake templates and SOPs
Ensure artifacts are complete and reusable for future events (repeatability).
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: 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 .
Required Experience:
IC
Key Skills
- Project / Program Management
- Primavera
- IT Project Management
- Microsoft Access
- Public Health
- Data Collection
- PMBOK
- Mobile Devices
- Maximo
- Prolog
- Project Management
- Microsoft Project
