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Heartland · 19 hours ago

Client Support Specialist IV

United States

Full-time

Remote

Senior Level

5+ years exp

Global Payments is a leading provider of payment solutions, facilitating transactions for millions of customers. The Client Support Specialist IV role focuses on providing advanced technical support and promoting effective customer relationships to enhance the customer experience with TouchNet products.

Credit CardsPaymentsTransaction Processing

H1B Sponsor Likely

Responsibilities

Addresses advanced level technical support needs as escalated through Client Services, Sales, Project and Leadership

Responsible for efficient resolution to internally or externally created cases while maintaining open channel of communication with related persons

Leverage use of industry and product knowledge to provide the highest level of experience to end users

Attend Product Specific Sprint reviews and transfer knowledge, software advances, and defect resolution to support agents

Respond in a timely manner to incoming requests for service and support via phone, email, and system driven communication

Serve as primary escalation points for software support to identify root cause of issues while escalating for further assessment and resolution when resources/permissions do not permit resolution

Provide feedback to Level I & II support representatives regarding case entry and escalation to further knowledge and reinforce first call resolution

Monitor case and communications for trends associated with customer experience and product satisfaction. Reporting of findings and concerns to applicable persons and parties

Requires basic to advanced SQL knowledge to identify database inconsistencies and modify using statements

Engage key team members to initiate action regarding high risk client needs

Demonstrates functional skills to troubleshoot and resolve complex technical problems and address other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner

Serve as a customer voice during product meetings and sprint reviews by ensuring customer concerns are surfaced and acknowledged

Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution

Act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying churn signals and uncovering drivers, involving sales when alternate products make a better fit

Fundamental understanding of the competitive environment and begins to position TouchNet products positively to our customers

Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers

Demonstrates ability to achieve established goals and performance metrics

Regular, consistent and punctual attendance

Requires ability to travel when business requires. Approximately 10% for most roles and software platforms

Attends training as required

Works independently, and seeks Supervisor support when necessary

Supports other lines of business as volumes dictate

Other duties and responsibilities as assigned

Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear a telephone headset and manipulate objects such as pen, keyboard, and mouse

Qualification

Advanced technical supportSQL knowledgeCustomer relationship managementProduct knowledgeCommunication skillsProblem-solving skillsTeam collaboration

Required