Heartland · 2 months ago
Technical Support Representative - Level 2
Troy, Michigan, USA
Full-time
Hybrid
Mid Level
3+ years expGlobal Payments is a leading company in payment solutions, helping millions move money between buyers and sellers. The Technical Support Representative Level 2 will assist with telephone support, advanced troubleshooting, and team training for the NEXTEP product suite, ensuring a high level of customer satisfaction.
PaymentsCredit CardsTransaction 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
Required
Relevant work experience in lieu of degree considered
3+ years of technical support required
Must be willing to travel between 10-20%
Provide occasional evening and weekend support (rotational)
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