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Heartland · 1 month ago

Technical Support Representative - Level 2

Troy, Michigan, USA

Full-time

Hybrid

Mid Level

3+ years exp

Global Payments is a leading company in payment solutions, helping millions of people move money between buyers and sellers. The Technical Support Representative Level 2 will assist with telephone support, advanced troubleshooting, and training for the NEXTEP product suite, ensuring high-quality service for the expanding customer base.

Credit CardsPaymentsTransaction Processing

No H1B

Responsibilities

Provide in-depth analysis or synopsis of escalated support issues to other teams or Management

Provide additional Team Member troubleshooting and support

Provide training for Level 1 Technical Support Representatives

Provide technical support to the Services and Sales Teams

Participate in Quality Assurance testing of software releases

Develop, maintain, and improve documentation related to installation and support procedures

Train NEXTEP Customers and Team Members on our hosted command center tools

Maintain a high daily closure rate

Lead customer projects

Ensure proper escalation procedures are used within Teams

Represent the Support Team as required with other NEXTEP departments

Other duties as assigned

Qualification

NEXTEP software knowledgeTechnical support experienceQuality Assurance testingDocumentation skillsMultitaskingTeam trainingCustomer supportCommunication skillsWork ethic