Description
Essential Duties
Utilize functional expertise of each speciality product/integration to triage Level 2 escalations
Understand the interlinking and interdependence of all products/integrations and have a holistic view of our clients’ solutions to provide timely troubleshooting and resolution to issues
Meet Service Level Agreement timelines for ticket resolution
Partnering with assigned Payroll, Implementation Specialists and Sales Representatives to provide seamless service levels to clients
Provide training to front line employees when necessary to better support our clients
Provide training to clients on product/integration features when deemed necessary
Becoming client facing when deemed necessary
Utilize formal ticketing system to complete work and providing required updates to properly service and follow-up with clients
Attend ongoing trainings as assigned by department management
Meet productivity expectations as outline by management
Stay abreast of Heartland system enhancements and product releases
Other duties as assigned
Qualifications
Basic knowledge of the Heartland payroll system
Adhering to Global Payments data security policies
Ability to work independently with excellent time management skills
Troubleshooting and problem solving skills
Customer service oriented
Excellent communication skills (phone and written)
Detail oriented with strong organizational skills
Ability to multitask
Working knowledge of basic office technology, including G-Suite tools
Bachelor’s Degree or equivalent work experience (1-2 years payroll or product related experience)
Average time in role 2 years
