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About the Role

Receives and responds to technical customer service requests, inquiries, and problems via telephone, email, chat, or SMS. Utilizes various databases to select the best processing method and explains the solution to the client to resolve the inquiry. Maintains accurate records of all inquiries and problems handled. Operates a personal computer, mainframe, software packages, and front-end programs related to the client.

Responsibilities

Resolves escalated/inbound client and/or merchants technical support issues relating to point of service (POS) products.
Provides detailed responses to resolve customer issues.
Enters required and additional relevant information into databases while resolving customer issues.
Achieves established goals and objectives for quality and productivity measures.
Assists in the resolution research for new or previously unknown point of sale product issues.
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 revised POS products, policies, procedures, compliance, and association regulations.
Assists less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies, and compliance regulations.

Requirements

High School Diploma or Equivalent
Typically Minimum 4 Years Relevant Exp
Previous customer service experience with a focus on payments industry

Skills

Basic computer skills
Ability to develop basic payments industry knowledge
Basic ability to research issues and resolve customer inquiries

Location

Atlanta, Georgia

Work Type

Full-time

Experience Level

Minimum 4 Years Relevant Exp
Minimum 6 Years Relevant Exp

Education Level

High School Diploma or Equivalent

About the Company

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.
Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems.
At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone.
We’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises.
Our team of 27,000 experts is dedicated to your success.
Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America.

Equal Opportunity

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.
Those applicants requiring reasonable accommodation to the application and/or interview process should notify jobs@globalpayments.com.