Customer Success Agent

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.

What Part Will You Play?

• Possesses specialized knowledge of the industry, system, module and product and uses that information to advise with client.
• Specializes in complex client inquiries and conducts research to solve issues within established Service Level Agreements and methodologies. Responsible 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 communicating the resolution to the client. Acts as a specialist for their assigned client to either resolve client’s issue or define client’s problem for subsequent action.
• Provides expertise and advice on calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed.
• Assists others on analysis and evaluating client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
• Solidifies client relationship through accurate and timely communication. Establishes credibility through thorough knowledge of systems and product functionality. Predicts client’s business needs and objectives and identifies opportunities to promote new products and services. May provide consulting about upcoming system enhancements.
• Interprets complex technical client issues and project requests. Drives root cause analysis and identifies 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.
• Leads client training on specified modules or product, as required.
• Develops functional requirements and specifications to support client customization or system changes to include coding scripts and writing macros.
• Determines impact across component lines of development, issues, or client requests. Provides the knowledge transfer between ongoing projects and client issues to ensure components are meeting clients and Global Payments needs. Advises on alternatives to meet client needs or increase revenue opportunities.

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

• Microsoft Office to include writing macros in Excel
• Typically Minimum 4 Years Relevant Exp
• In the credit card industry

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Some barriers to entry exist at this level (e.g., dept./peer review).
• Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise.
• Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
• Problem Solving - Ability to solve problems using experience and good judgment
• Effective Communication - Demonstrated effective written and oral communication skills
• Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms