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Technical Support Representative Specialist
- Team Information Technology
- Location Cincinnati, Ohio, United States
- Position Type Full time
- Reference Number JR0610474
Job Description
Job Description
Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Technical Support Representative Specialist to join our ever evolving IT Deskside Support team and help shape the future of global commerce.
What you’ll own
Service Delivery:
Ensuring timely and effective resolution of incidents and service requests.
Customer engagement over all channel types; phone, chat, walk-up, requests, etc.
Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions.
Ensure compliance with ITIL best practices and company policies.
ServiceNow (SNOW) Consumption:
Manage and maintain Worldpay’s interactions, incidents, and requests within the ServiceNow system.
Ensure adherence to documentation standards of work, SLA’s, and other relevant activities within the system.
Provide training and support to service desk staff on ServiceNow functionalities, standards, and changes.
Customer Engagement:
Build and maintain strong relationships with key stakeholders and clients; especially the assigned primary location(s) / region(s).
Ensure high levels of customer satisfaction through effective communication and problem-solving.
What you bring
Proven experience in a service desk role, preferably in a global or multi-site environment.
Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred.
Strong knowledge of ITIL framework and best practices.
Excellent leadership, communication, and interpersonal skills.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
About the team
Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.
What makes a Globalpayer?
Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.
Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.
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EEOC Statement
Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.
If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.
