Client Service Analyst II

Global Payments; Ireland; On-site; EUR 35,000 - 50,000; Full time

Job summary

Global Payments is looking for a customer/technical support specialist to assist developers integrating with our platform and handle eCommerce-related inquiries. You will manage onboarding, in-life support, and escalations while delivering exceptional customer service.

Join a global team and represent Global Payments across regions, staying current with product changes and industry best practices.

Qualifications

• 1+ years in customer or technical support.
• Clear communicator with strong written and verbal skills.
• Ability to collaborate cross-functionally to understand customer and business requirements.
• Ability to manage multiple projects and priorities.
• Excellent problem solving and critical thinking abilities.
• Excellent customer service skills and relationship building.
• Proficient with Microsoft or Google productivity suites.
• Understanding of HTML, XML and CSS is beneficial.
• Desirable degree in IT/CS or related discipline.
• Familiarity with Kibana or Grafana is advantageous.

Responsibilities

• Support developers integrating with the Global Payments platform, including onboarding, in-life support and escalations.
• Hold calls and online meetings with customers and their developers to discuss eCommerce topics.
• Respond to tickets in line with SLA and provide first-class customer service.
• Be the face and voice of Global Payments during interactions with customers and partners.
• Advise customers on technical payment processing and payments industry practices.
• Collaborate with other teams to ensure timely, accurate responses and feedback.
• Document resolutions to maintain a full audit trail.
• Develop professionally with support from leaders to progress in Global Payments.
• Occasionally support other regions as needed for the global business.

Skills

Customer support

Communication

Cross-functional

Problem solving

Multitasking

Technical aptitude

SLA adherence

Payment systems

HTML

XML

CSS

Kibana

Grafana

Education

Bachelor's degree in IT/CS or related

Tools

Kibana

Grafana

HTML

XML

CSS

Job description

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.

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.

Global Payments Inc. is an equal opportunity employer.

Global Payments 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.

If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead.

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations:

Accessibility Requests: If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].

EEOC Statement

Global Payments Inc. is an equal opportunity employer.

Global Payments 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 [e-mail].