Customer Support Agent

Global Payments; Leinster; On-site; EUR 26,000 - 36,000; Full time

Job summary

Global Payments in Ireland (Leinster) seeks a customer service professional to respond to technical inquiries across phone, email, chat, and SMS. You will use databases to select optimal POS processing methods and clearly explain solutions to clients, while maintaining thorough records of all inquiries.

The role involves building knowledge of POS products, policies, and compliance guidelines through ongoing training and working with standard documentation to ensure high quality and productivity

Qualifications

• Minimum High School Diploma or equivalent.
• Typically no relevant experience required
• Customer service experience preferred

Responsibilities

• Respond to customer service requests via telephone, email, chat or SMS.
• Use databases to determine best processing method and explain solutions to clients.
• Maintain accurate and complete records of inquiries and problems.
• Enter required data into databases while resolving issues and meeting quality objectives.
• Build base knowledge of POS products, policies and procedures through ongoing training.

Skills

Basic computer skills

Customer service experience

Attention to detail

Education

High School Diploma

Tools

POS terminals

Database entry

Job description

Summary of This RoleReceives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizes various databases to select the best processing method and explains the solution to the client in order to resolve the inquiry. Maintains an accurate and complete record of all inquires and problems handled. Operates a personal computer, mainframe, software packages and front end programs related to the client.What Part Will You Play?Resolves client and/or merchant technical support issues relating to point of service (POS) products, including, but not limited to, dial-up card swipe terminals, and provides standardized responses by utilizing established documentation and processes. Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures.Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through on-going training and referring to online manuals as required.What Are We Looking For in This Role?Minimum QualificationsHigh School Diploma or EquivalentTypically No Relevant Experience RequiredPreferred QualificationsTypically Minimum 2 Years Relevant ExpPrevious customer service experienceWhat Are Our Desired Skills and Capabilities?Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.Computer Skills - Basic computer skillsIndustry Knowledge - Ability to develop basic payments industry knowledgeResearch - Basic ability to research issues and resolve customer inquiries