Client Service Analyst II

Global Payments Inc.; Leicester; On-site; GBP 28,000 - 36,000; Full time

Job summary

Global Payments Inc. is seeking a Customer Support Specialist to assist developers integrating with the Global Payments platform. You will handle onboarding, in-life support, and escalations, joining calls and online meetings to discuss eCommerce topics and ensure top-tier service.

You will be a customer champion, offering expert advice on payment processing, collaborating across teams, and maintaining audit-ready documentation to track resolutions and progress.

Qualifications

• 1+ years in a customer or technical support role desirable.
• Strong communication, written and verbal.
• Ability to translate customer needs into effective solutions.

Responsibilities

• Support developers with integration onto the Global Payments platform (onboarding, in-life, escalations).
• Hold phone calls and online meetings with customers and their developers to discuss eCommerce topics.
• Respond to tickets in line with SLA, delivering first-class customer service.
• Act as a customer champion with expert advice on payments processing.
• Collaborate with other units to ensure timely, accurate responses and feedback.

Skills

Customer support

Technical understanding

Clear communication

Cross-functional collaboration

Project prioritisation

Problem solving

Relationship building

Google Suite

Microsoft Office

Adaptability

Education

IT/CS degree desirable

Tools

Google Docs

Google Sheets

Google Meet

Microsoft Office

Job description

• 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.

What You’ll Own

• 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.

What You’ll Bring

• 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.

It’s a bonus if you have

• 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.

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.