IT Sales Support Technician

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 1,300 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.

The IT Sales Support Technician is a customer centric role responsible for providing technical support to Heartland sales professionals and related enterprise applications, account provisioning, access requests, access issues, hardware, software, and operating systems. The primary responsibilities include handling multiple communication avenues for support requests to quickly and effectively resolve reported incidents and requests. The means of communication include phone calls, emails, Google Hangouts and tickets created within the service management system. The technician will investigate and respond to all support requests with the goal of restoring or fulfilling services for the sales professional in the most efficient manner possible.

Job Description

• Have a basic knowledge of all Global Payments System supported products including proprietary software products and provide one call resolution to sales professionals inquiries.

• Assist with system navigation questions

• Utilizing all resources provided by Heartland Payment Systems to resolve inquiries in a timely and accurate manner while portraying professional, courteous and respectful demeanor.

• Adhere to all Global Payments handbook policies, including attendance, punctuality, PTO management, & time management.

• Assisting other departments as assigned by management.

• Complete special projects as assigned by management.

• Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and knowledge sharing.

• Build & maintain relationships with Sales Professional counterparts

• Other job-related duties as assigned by the direct supervisor.

Qualifications

• Education: High School Diploma required

• Degree in Computer science or related field preferred, or equivalent work experience

• Experience Required: 2 years of practical experience in an IT support role or combination of work experience and education.

• Proven team player with outstanding interpersonal and communication skills.

Skills

• Quickly adapt to new technology and applications.

• The ability to articulate directions to various audiences, especially in emergency situations.

• Ability to manage multiple issues at one time with exceptional follow through.

• Exhibits an energetic attitude that promotes teamwork, integrity, and results.

• The ability to articulate directions to various audiences via phone call, email, in person or messaging system.

• Meticulous and detail oriented as well as organized.

• Motivated self-starter.

• Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Support image of Heartland Payment Systems.

• Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Heartland Payment Systems leadership team.

• Must handle constructive feedback well.

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

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 jobs@globalpay.com.