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Solutions Specialist
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Sales Support Advocates will provide accurate, high-quality and dependable service in relation to both internal and external customer inquiries related to service and technical support for point of sale devices involving card processing. Sales Support Advocates will provide technical/ customer support for customers for payments processing. This may include the following: downloading / updating processing equipment, troubleshooting terminals, research of complaints, complete data entry, and conduct basic fraud investigation. General communication with customers, both internal and external, via telephone, e-mail, fax.
Duties:
- Have a basic knowledge of all supported products including proprietary software products and provide one call resolution to merchant and RM inquiries.
- Assist with system navigation questions
- Assist with general paperwork inquiries
- Assist Sales Team with requested merchant installs
- Proactive outbound Installations
- To understand merchant pricing
- Maintain merchant's account according to documented procedures (security protocol, compliance, etc.)
- Utilizing all resources provided to resolve inquiries in a timely and accurate manner while portraying professional, courteous and respectful demeanor.
- Adhere to all handbook policies, including attendance punctuality, PTO management, & time management.
- Assisting other departments as assigned by management.
- Complete special projects as assigned by management.
- Accountable for developing a basic knowledge of products, procedures and technologies.
- Build & maintain relationships with our Sales Counterparts
- Other job-related duties as assigned by direct supervisor
.
Job Requirements:
- Education – High School Diploma required, Associate's Degree preferred.
- Advanced English (MUST HAVE)
- Successful completion of new hire training class.
- Must be Microsoft and Google/Gmail literate.
- Must be able to assimilate new technology
- Ability to articulate directions to various audiences, especially in emergency situations.
- Must have the ability to understand and support multiple products and processes associated with those products.
- Additional Success Factors
- Meticulously detail oriented and organized
- Motivated self-starter
- Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Support image desired by Global Payments.
- Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the leadership team.
- Must handle constructive feedback well.
- Diversity and EEO Statements
Global Payments is an organization that stands against racism, intolerance and injustice in all its forms — one that respects, honors and celebrates the diversity of our team members and the differences among us. Our commitment to fostering a company culture that values and respects Inclusion and Diversity is steadfast. Standing together as one company, we will continue to work to drive positive change for the communities in which we live and work and stamp out injustice.
Global Payments is an equal opportunity employer, and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
