Technical Support Associate II

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.

Summary of This Role

Responsible for providing technical support to the Internal and External end-user community for Genius for Restaurants such as RMs Dealers Mutual Clients & partners with associated enterprise applications network connectivity POS infrastructure (both physical and back end) operating systems software hardware and related peripherals. Resolves issues through advanced troubleshooting utilizing multiple communication channels for support requests from end users to record and resolve reported incidents service requests and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring functionality to end users and documenting resolutions to help improve our support experience. Supports our Existing Tier 1 team by assisting with active issues- and handling escalated issues by triaging to try and resolve or escalate to their respective teams for a resolution and following the issue to its resolution- informing all appropriate parties involved every step of the way.

What Part Will You Play

• Provide first and second level technical support which includes centralized incident and request handling for customers with a focus on first call resolution and customer satisfaction; use best practices for incident management including detailed ticket documentation and application of analytical skills to identify root cause and quickly determine the resolution

• Diagnose triage and escalate incidents and requests to appropriate tier 3 assignee and/or team. Respond to incidents requests for service and questions within required response times

• Troubleshoot and repair hardware and software issues on multiple operating systems

• Provide phone email or chat technical support using tools for standard configurations of workstations laptops operating systems software hardware printers and peripherals

• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes

• Provides SME level advice for POS product issue resolution to less experienced Technical Customer Service Representatives (Tech CSRs) and researches solutions for new or previously unknown POS product issues.

• All other duties as assigned.

What Are We Looking For in This Role

Minimum Qualifications

• High School Diploma or Equivalent

• Typically Minimum 2 Years Relevant Exp

• Proven team player with outstanding interpersonal and communication (written & oral) skills

• Experience of cross functional working and cultural sensitivity

• Demonstrated experience supporting end user Windows Chrome and Apple devices within an enterprise setting

• Knowledge and administration of Microsoft Active Directory

Nice to have

• Client Focused

• Solution Oriented

• Previous Restaurant experience

• Ability to deep dive into issues and be able to communicate at a high level

• Experience with Salesforce software for interaction logging

• Experience with Jira software of ticket management

• Experience with log analysis

• Experience with building internal Knowledgebases

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 .