Senior Technician, Dealer Support

About the role

Make your mark with one of the biggest names in payments. As a Senior Technician, Dealer Support on the Restaurant Genius® team, you will bring innovative solutions directly to dealers & business owners and create a real, measurable impact on their day-to-day operations.

Responsibilities

• Receive and respond, via telephone, email, chat or SMS, to technical customer service requests, inquiries and problems.
• Select the best processing method using various databases and explain the solution to the client to resolve the inquiry.
• Maintain an accurate and complete record of all inquiries and problems handled.
• Operate a personal computer, mainframe, software packages and front-end programs related to the client.
• Act as the Subject Matter Expert (SME) to resolve escalated/inbound client and/or merchant technical support issues relating to all supported point of service (POS) products, to include dial-up terminals, software-based and cloud-based systems.
• Create processes and provide responses not included in the established documentation.
• Enter required and additional relevant information into databases while resolving customer issues achieving established goals and objectives for quality and productivity measures.
• Provide SME level advice for POS product issue resolution to less experienced Technical Customer Service Representatives (Tech CSRs) and research solutions for new or previously unknown POS product issues.
• Identify coaching/training opportunities within the team.
• Maintain an extensive knowledgebase of POS products, policies, procedures, compliance and association regulations through the continued participation in on-going training and reference to online manuals.
• Advises less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations.

Qualifications

• A High School Diploma or equivalent.
• Typically, minimum 6+ years relevant experience.
• Basic to intermediate computer skills.
• Ability to develop basic payments industry knowledge.
• Basic ability to research issues and resolve customer inquiries.

Skills / Knowledge

• Contributes to the development of concepts and techniques.
• Completes complex tasks in creative and effective ways.
• Works to set timelines.
• Oversees a team and coordinates daily work covering multiple assignments.
• Absorbs and applies new information quickly.
• Acts as a facilitator for groups.
• Empowers others to make decisions.

What You Bring

• Highly skilled specialist.
• Knowledgeable about POS products, policies, procedures, compliance and association regulations.
• Extensive knowledgebase of POS products.
• Ability to interpret association guidelines, policies and compliance regulations.

Team

Our inclusive and global team wins together every day. We're proud to have the best minds in the industry, who can learn from as your career grows. -its unmatched, Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

Perks

• Opportunities to grow your skills and build your career within a global business.
• Access to learning, development and on-the-job experiences that expand your expertise.
• A supportive, inclusive team environment where your ideas and input matter.
• Time to give back through community and charity initiatives.
• A global employee assistance program to support your wellbeing.
• Recognition through a global platform that celebrates your achievements.

Diversity and EEO Statements

Global Payments 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.