Customer Support Representative

Global Payments; Dublin; On-site; EUR 32,000 - 46,000; Full time

Job summary

Global Payments in Dublin, Ireland, is seeking an experienced technical customer service agent to respond to inquiries via phone, email, chat or SMS. You will use databases to select the best processing methods and explain the solution to clients, while maintaining accurate records and operating standard client software.

You will resolve POS related issues, enter data into databases, build knowledgebase content, participate in ongoing training, and interpret relevant policies and regulations in

Qualifications

• High School Diploma or equivalent and 2+ years in a similar role.
• Experience with payments industry or merchant services is desirable.
• Ability to learn policies and adapt to regulations in payments.

Responsibilities

• Respond to technical customer service requests via phone, email, chat or SMS.
• Use databases to select processing methods and explain solutions clearly.
• Maintain accurate records of inquiries and problems handled.
• Resolve POS product issues and enter information into databases.
• Contribute to knowledgebase and participate in ongoing training.
• Interpret policies, procedures and regulations related to payments.

Skills

Technical support

Customer service

Payments knowledge

Problem solving

Education

High School Diploma or Equivalent

2 years relevant experience

4 years preferred experience

Tools

POS terminals

Databases

Front end systems

Job description

Summary of This Role

Receives 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?

Resolve client and/or merchants technical support issues relating to point of service (POS) products, such as but not limited to dial-up card swipe terminals and standard software-based systems, and provide standardized responses by utilizing established documentation and processes and begins to assist clients/merchants with technical support issues not included in the established documentation. Enters required and additional relevant information into databases while resolving customer issues. Further develops knowledgebase to include newly implemented or revisions to POS products, policies, procedures, and regulations through the continued participation in on-going training and reference to online manuals. Begins to interpret polices, procedures, compliance and association regulations.

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 2 Years Relevant Exp

Preferred Qualifications

• Typically Minimum 4 Years Relevant Exp
• Previous customer service experience with a focus on payments industry

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge – Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity – Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
• Supervision – Normally receives little instruction on daily work, general instructions on newly introduced assignments.
• Computer Skills – Basic computer skills
• Industry Knowledge – Ability to develop basic payments industry knowledge
• Research – Basic ability to research issues and resolve customer inquiries

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. 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.

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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].