Senior Support Specialist

at  Global Payments Inc

Senior Support Specialist
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

COMO IS THE PIONEER OF DATA-DRIVEN CUSTOMER ENGAGEMENT & LOYALTY SOLUTIONS. COMO HELPS F&B AND RETAIL BUSINESSES INCREASE THEIR REVENUE, BUILD STRONG RELATIONSHIPS WITH THEIR CLIENTS, KNOW THEM BETTER, AND KEEP THEM COMING BACK. COMO’S TURNKEY ALL-IN-ONE SAAS PLATFORM IS FLEXIBLE, EASY TO MANAGE, AND AFFORDABLE FOR ANY SIZE BUSINESS. IT FEATURES A FULL CRM, ENTERPRISE-LEVEL ACTIONABLE DATA, ADVANCED LOYALTY AND PROMOTION ENGINE, SOPHISTICATED MARKETING AUTOMATION, OMNICHANNEL COMMUNICATION, AUTO-GENERATED AI CAMPAIGNS, CUSTOMIZED AND BRANDED MOBILE APP, AND MUCH MORE.

Are you looking for an opportunity to work in a fast-growing company in a positive and friendly team environment? If so, we may be the business for you!
We are looking for an organized, analytical, and empathetic Senior Support Specialist with great technical, relational, and communicational skills to assist our clients with technical problems when using our products and services.

REQUIREMENTS :

• BS degree in Information Technology, Computer Science or equivalent
• Experience as a Senior Support Specialist or similar CS role
• Knowledge of operating systems, web services, and API
• Proven support experience in software as a service (SaaS) and other cloud applications
• Ability to troubleshoot complex software issues.
• Excellent problem-solving skills and multi-tasking abilities
• Detail-oriented, analytical, and creative thinker
• Demonstrated ability to increase customer satisfaction
• Proficiency in English, with strong written and verbal communications skills
• Ability to work with cutting-edge technology and assimilate information rapidly

• The Senior Support Specialist responsibilities include providing second level support for high impact issues reported by the clients, ensuring efficiency and client satisfaction
• Lead and serve as a role model for other support specialists while enforcing the company’s policies and regulations
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Respond to customer queries promptly and effectively
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and share it with our Product, Sales and Marketing teams