Heartland · 11 hours ago
Software Support Analyst
Lenexa, Kansas, USA
Full-time
Hybrid
Entry, Mid Level
$27/hr - $30/hr
2+ years expHeartland is a part of Global Payments, which provides payment solutions for buyers and sellers. The Software Support Analyst role involves providing help desk support to end-users for various applications and hardware, ensuring accurate and timely technical assistance to maintain customer relationships.
Credit CardsPaymentsTransaction Processing
No H1B
Responsibilities
Receives a diverse range of 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 CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues. Assists with facilitating appropriate resolution tasks to provide service or assistance required. Assists with coordinating relevant groups to initiate prompt issue resolution for High to Critical impact issues (e.g., access failures, system availability, etc.)
Provides level one technical support and develop more in depth knowledge by assisting experienced peers with internal/ external client problems (e.g., software updates/ installation, non-critical reports, etc.) related to desktop, Personal Computer, or merchant terminals. Escalates issues requiring more experience and in depth knowledge. Demonstrates a working knowledge of company systems/ client operating systems and develops knowledge of company module/ system enhancements while participating in external/ internal client meetings
Verifies systems during and after scheduled outages/ maintenance including screens, web sites and other company managed data for clients. Monitors critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables
Qualification
Required
High school diploma or equivalent
Typically, minimum 2 years relevant exp
Help desk, POS terminal experience
Preferred
Bachelor's Degree
Computer science or technical field
Typically, Minimum 4 Years Relevant Exp
Help desk; POS Terminal experience
Benefits
Medical
Dental and vision care
EAP programs
Paid time off
Recognition programs
Retirement and investment options
Charitable gift matching programs
Worldwide days of service
Company
Heartland
Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-28Acquired
Leadership Team
Asif Bhagat, PharmD
ISO Partner
Becky Chapin
Client Partner
Recent News
2025-06-05
Payments Dive
2025-05-28
2024-06-01
Company data provided by crunchbase