| Global Payments Inc. |
| Banks and Financial Svcs. |
| Existing work authorization required for United States |
| Direct Hire, Full-Time |
|
US$32200 - 32200 |
401(k) -
Health Insurance -
Paid Vacation -
|
| No relocation assistance provided |
Customer service & support
Computers - DB Mgmt. Systems
Computers - Networks
|
| Unspecified |
| in same country |
|
English - Fluent
Spanish - Fluent
|
| High School |
| N/A |
English
|
| No cover letter requested |
|
No questions which require answers when applying for this job posting. |
| / Latpro-1823069 |
| Oct-21-2009 |
| Maryland, 21117 |
|
Description |
Importance
PC Customer Support Analyst provides world-class service to Global Payments' merchants by offering a higher level of contact to merchants requesting assistance through the inbound call center.
Role
*Strive for one call resolution, if unable to resolve the merchant's inquiry at the time of call, complete appropriate documentation, provide accurate time frames for resolutions, and follow-up as required to resolve issue.
*Clarify Global Payments policies, procedures, and products to internal and external customers.
*Maintain individual productivity.
*Meet expectation standards including, but not limited to:
-Handle time
-Adherence
-After Call Work
-Quality
*Successfully complete training as required.
*Identify and service merchant PC software product problems, communication types supported by Global Payments, and TPAPs certified to process with Global Payments.
*Provide excellent customer service and maintain proper telephone etiquette.
*Log and document merchant calls on appropriate systems.
*Use internal systems to review and interpret merchant data.
*Attend and participate in Team Meetings.
*Exhibit professional appearance and behavior at all times.
*Comply with all policies and procedures in regards to the Customer Support Department and Global Payments Inc.
*Perform other duties and responsibilities as assigned.
|
Requirements |
Requirements
*Must be Bilingual- Fluent in Spanish & English
*High school diploma or equivalent.
*Ability to complete multiple tasks in a fast paced environment to transition quickly from one call request to another
*Willingness and ability to follow all company policies and procedures, as well as internal departmental procedures to ensure consistent treatment of customers
*Ability to work in team driven environment yet be able to work independently to complete daily expectations.
*Must have good organizational skills, good interpersonal communication skills (written and oral) and be detailed oriented.
*Trained on all Global Payments platforms preferred.
*Ability to make accurate decisions based on customer data provided and departmental guidelines to reach one call resolution.
*Willingness to take ownership for own work to recognize training needs for continuous improvement.
*Windows OS operating experience required, troubleshooting experience preferred.
*Microsoft Office experience preferred.
*Possess a positive attitude, be flexible and customer focused to ensure a positive, delightful customer experience.
*Ability to follow through and meet deadlines consistently to provide a helpful and reliable customer experience.
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