Description
Technical Support Representative Level 2 (TSR-L2) must be organized, have in-depth knowledge of NEXTEP’s software, driven to solve problems through to completion, and a friendly disposition. TSR-L2 will be responsible for assisting with telephone support, escalation procedures, advanced troubleshooting, and team training of the NEXTEP product suite. This position is critical to our expanding customer base across all of our verticals; specifically in the areas of restaurants, corporate dining, and other managed foodservice operations. This position is expected to maintain expert knowledge of our existing customer base, NEXTEP processes, procedures and hardware. This position will report to the Support Manager.
Responsibilities in addition to Level 1 Technical Support:
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
Knowledge, Skills and Abilities:
Strong listening, written and verbal communication skills
Exceptional work ethic with a strong sense of urgency
High technical aptitude and strong PC literary skills
Ability to multitask and work under pressure
Great attitude and enthusiasm
Entrepreneurial spirit
Requirements:
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:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.
