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GPN Brand Mastheads Netspend, Nextep, Xenial

Technical CSR III

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    • Lansdale, Pennsylvania, USA
  • Customer Service
  • Full time
  • Feb 27 2024
  • Xenial
  • Job ID: R0048698

Description

Overview/General Description  

Responsible for providing dependable and timely resolution to escalated customer service requests. Responsible for reporting customer defects and enhancement requests to Support Leadership and R&D. Escalations are to be handled in a professional and efficient manner, following departmental policies and procedures. The individual must be self-motivated, able to multi-task and possess the ability to quickly research and learn new skills as needed to handle escalations. 

Roles & Responsibilities  

● Resolve customer service escalations. 

● Regularly add to the Support Knowledge Base of known Troubleshooting procedures. 

● Escalate Known Defects and Customer Enhancement requests to R&D/Support Leadership 

● Perform tasks of Customer Support Representative as needed with a high level of productivity. 

● Coach other technical support personnel when required. 

● Retain knowledge of all products and troubleshooting procedures 

● Provide feedback on service tickets that result from Escalations. 

● Follow departmental procedures regarding customer call etiquette 

● Follow departmental procedures regarding escalations 

● Cooperate and communicate with other support members to meet departmental goals

● Follow all company policies and procedures, including adhering to scheduling and attendance requirements 

● Perform other duties / projects as requested Supervisors / Management Team

Qualifications  

Required 

● TCP/IP networking configuration, DHCP, Linux (most important), SQL. 

● Basic Knowledge of either PHP or Bash Scripting. 

● 2+ years of call center experience or 1+ year of remote technical support experience 

● Experience using case logging software (i.e. Magic, Remedy, Heat, Salesforce, Service Now) 

● Proficient with Google Sheets/Excel 

● Handle workload of 25+ support cases/day 

● Quarterly rotating 40-hour shifts spanning 6am – 7pm and weekends, with occasional extensions and overtime required  

● Must be able to work as on call back up

● Excellent Problem Solving and Diagnostic Skills 

● Reliable Transportation 

● Excellent verbal and excellent written communication skills

● Ability to train peers on process and technical skills 

● Positive, helpful customer service skills 

● Basic computer technical proficiency 

● Typing Skills 

Preferred 

● Restaurant experience is a plus 

● Bi-Lingual in Spanish/French 

● Experience with Postman 

● Experience with ELK Stack 

● Experience with Cloudwatch

● Local to Lansdale, PA with ability to regularly work on-site

Travel  

● 10% or less

Join the Xenial team

Technical CSR III

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Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

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