Product Technical CRS III

About the role

We are seeking to fill a Product Technical CRS III position that provides top-notch customer/client support. In this role, you will receive and respond to customer service requests, inquiries, and problems using email, chat, telephone, and SMS messaging. Utilizes various databases to select the best processing method and explains the solution to the client to resolve the inquiry. Maintains an accurate and complete record of all inquiries and problems handled. Operates a personal computer, mainframe, software packages, and front-end programs related to the client.

Responsibilities

• Resolves escalated client and/or merchants technical support issues relating to point of service (POS) products, such as but not limited to dial-up card swipe terminals, standard and customized software-based systems, and provide detailed responses to resolve customer issues.
• Enters required and additional relevant information into databases while resolving customer issues achieving established goals and objectives for quality and productivity measures.
• Leverages knowledge of existing and/or legacy POS products and services and customer service experience to assist in the coaching/training of less knowledgeable teammates.
• Develops knowledgebase of newly implemented or revisions to POS products, policies, procedures, compliance and association regulations through the continued participation in on-going training and reference to online manuals.
• Assists less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations.

Requirements

Resolve tasks in resourceful and effective ways. Own assignments from start to finish with attention to detail and timely initiative Understands implications of work and makes recommendations for solutions Proposes methods and procedures for new assignments The ability to research issues and resolve customer inquiries

Qualifications

• Six or more years relevant experience
• Previous customer service experience within the payments industry

Skills

The ability to research issues and resolve customer inquiries

Benefits

Global Payments offers a comprehensive benefits package including medical, dental, and vision coverage, paid time off, retirement programs, charitable gift matching, and more.

Pay

Hourly Pay Rate: $21.00-$24.00

Schedule

N/A