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Heartland · 2 months ago

Professional Event Staff

United States

Full-time

Remote

Senior Level

6+ years exp

Global Payments is a leading provider of payment technology and software solutions, serving millions of customers worldwide. The Professional Event Staff role focuses on providing high-level technical support and help desk assistance for various applications and hardware, ensuring timely resolution of client issues and maintaining customer relationships.

Credit CardsPaymentsTransaction Processing

H1B Sponsor Likely

Responsibilities

Receives escalated (non-)routine client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); reviews information to define issues and determines the ultimate impact. Documents and/ or generates a CSHD ticket, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve non-routine internal/ external client issues. Leads all efforts to facilitate appropriate resolution tasks to provide service or assistance required. Is the primary contact for Severity 1 or Critical Impact issues (e.g., critical system availability issues, critical access failures, critical service level failures, etc.), coordinates all relevant groups to initiate and ensure prompt issue resolution

Provides the highest level of technical support (level three) handling the most difficult or escalated issues related to desktop, Personal Computer, or merchant terminals; creates/ programs custom terminal files for higher level merchants based on merchant system selection. Provides Subject Matter Expert (SME) advice to level one and two tier support personnel and researches and develops solutions to new or previously unknown issues. Reviews CSHD tickets and assesses the time already spent with the client so that the work is prioritized, time management is sufficiently utilized, and ensures compliance with client Service Level Agreements (SLA)/ service contracts. Displays SME proficiency of company systems/ client operating systems to include company module/ system enhancements while facilitating external/ internal client meetings

Verifies systems during and after scheduled outages/ maintenance including ad-hoc validation and authorization of screens, web sites and other company managed data for clients. Monitors critical path processing to confirm that benchmarks are met and notifies clients on any missed deliverables. As the informal leader, provides client communication for disaster recovery and system outages

Directs and assists with orientation, training, and mentoring others as outlined by management

Qualification

Help desk supportPOS Terminal experienceTechnical problem solvingAnalytical skillsCommunication

Required

High School Diploma or Equivalent

Typically Minimum 6+ Years Relevant Exp

Help desk; POS Terminal experience

Preferred

Bachelor's Degree

Computer science or technical field

Typically Minimum 8+ Years Relevant Exp

Help desk; POS Terminal experience

Company

Heartland

Glassdoor3.3

Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions.

Founded in 1997

Oklahoma City, Oklahoma, USA

1001-5000 employees

https://www.heartland.us

H1B Sponsorship

Heartland has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)