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. You will utilize various databases to select the best processing method and explain the solution to the client to resolve the inquiry. You will maintain an accurate and complete record of all inquiries and problems handled. You will operate a personal computer, mainframe, software packages, and front-end programs related to the client.

Responsibilities

• Resolve escalated client and/or merchant 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.
• Enter required and additional relevant information into databases while resolving customer issues achieving established goals and objectives for quality and productivity measures.
• Leverage knowledge of existing and/or legacy POS products and services and customer service experience to assist in the coaching/training of less knowledgeable teammates.
• Develop 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.
• Assist less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations.

Requirements

What you’ll bring:

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

It's a bonus if you have the following:

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

Qualifications

Qualifications:

• High school diploma or equivalent.
• Experience in customer service or technical support preferred.
• Strong problem-solving skills.
• Excellent communication and interpersonal skills.
• Knowledge of POS products and services.

Skills

Skills:

• Customer service experience.
• Technical support experience.
• Ability to research and resolve customer inquiries.
• Knowledge of POS products and services.

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