Developer Support Specialist

at  Global Payments Beamery

COMPETENCIES (KNOWLEDGE / SKILLS OR ABILITIES / BEHAVIOUR)

• A minimum of 1 years experience working in a customer or technical support role is desirable.
• Enthusiasm and desire to succeed, we encourage a winning mentality.
• Clear communicator with excellent written, verbal and listening skills.
• Ability to collaborate cross-functionally to understand customer and business requirements and translate them to effective solutions.
• Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
• Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.
• Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
• Proficient with Microsoft or Google productivity suite - Docs, Sheets, Meet specifically.
• Identifying and embracing new ideas to enhance our service, products or personnel.
• Be flexible in your approach to the needs of our customers and the business.

QUALIFICATIONS / REQUIREMENTS

• A degree in IT, Computer Science or related discipline is desirable.
• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial.
• Previous use of Kibana or Grafana would be advantageous.

PURPOSE

The Developer Support Specialist is a 2nd Line Support role responsible for helping new and existing customers integrate into an array of Ecommerce products and services. This role will focus on providing effective and efficient technical onboarding and in-life support to our customers developers and supporting our internal business units.
The successful candidate will be passionate about providing our customers with exceptional levels of customer service and have a desire to impress. Day to day you will be expected to respond to incoming support tickets in a calm and professional manner, assist new customers with their implementation efforts and handle escalations. You will need to engage with people at all technical levels but will predominantly be interacting with 3rd party developers on behalf of our customers and partners therefore the ability to hold technical conversations about complex integrations, back-end systems, websites and mobile applications is essential.

DUTIES AND RESPONSIBILITIES

• Supporting developers with their integration into the Global Payments platform - onboarding, in-life and escalations.
• Holding phone calls and joining online meetings with customers and their developers to discuss eCommerce related topics.
• Responding to tickets inline with our SLA’s and ensuring that our customers are well looked after, providing first class customer service. You will be the face and voice of Global Payments during your interactions.
• You’ll act as a customer champion, providing expert advice on technical payment processing and the payments industry to both new and existing customers and partners.
• We pride ourselves on how we collaborate with each other and you will be expected to work closely with our other business units to ensure a timely and accurate response to any customer queries, or to provide feedback back to other teams.
• Documenting resolutions is a vital part of what you’ll be doing and ensuring there is a full audit trail of your interactions.
• You’ll develop yourself to progress your career within Global Payments, and will be supported by your leaders to realise your goals.
• From time to time you may be required to support other regions, we are global business and when a need arises you will professionally represent the UK&I business.
• You should stay up to date with product changes, industry trends and best practices to ensure that you are on the ball at all times.
• We work in a fast paced, ever evolving environment, so expect to pitch in with other responsibilities from time to time.