Descripción
Summary of This Role
Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services. Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.
Job Specific Skills & Competencies:
Ability to Multitask, able to analyze problems and offer solutions, good oral and written communication skills
What Part Will You Play?
Continues education of the industry, system, module and product, and uses that information to inform the client.
Reacts to moderately complex client inquiries and conducts research to solve issues within established guidelines. Continues knowledge transfer for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and proposing communication of the resolution to the client. Assigned as contact with the client to either resolve client’s issue or propose definition of client’s problem for subsequent action.
Participates in the calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed.
Begins to analyze and evaluate client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Performs maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
Builds client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands clients' business needs and objectives and identifies opportunities to promote new products and services.
Interprets mid complexity technical client issues and project requests. Assists in determining root cause analysis and identifying technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within Global Payments while striving to meet the needs of both parties.
Develops functional requirements and specifications to support client customization or system changes.
What Are We Looking For in This Role?
Minimum Qualifications
Bachelor's Degree
Relevant Experience or Degree in: Bachelor's degree or the equivalent of training and experience
Typically Minimum 6 Years Relevant Exp
Includes consulting with clients to meet business needs
Preferred Qualifications
Typically Minimum 6 Years Relevant Exp
In the credit card industry
Como contratamos
Este es un ejemplo de un contenido de trabajo común que se puede mostrar en la parte inferior de cada descripción de trabajo. Se agrega en el CMS y luego se muestra en cada trabajo. Se puede utilizar para complementar el contenido del trabajo que proviene del ATS.
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