POS Support Specialist

Global Payments; Dublin; On-site; EUR 32,000 - 42,000; Full time

Job summary

Global Payments Ireland is seeking a customer-focused support specialist to help customers with their payment solutions from onboarding through in-life support and escalations. You will respond to tickets within SLAs, acting as the face and voice of Global Payments during interactions.

You will collaborate across teams to ensure timely, accurate responses, document resolutions for audit trails, and stay up to date with product changes and industry trends.

Qualifications

• 1+ years experience in customer or technical support
• Experience with POS or SoftPoS technologies
• Clear communication with strong writing, speaking and listening skills
• Ability to collaborate cross-functionally to understand customer and business requirements
• Ability to manage multiple projects and customers simultaneously and adapt to changing conditions
• Strong problem solving and critical thinking skills
• Excellent customer service and relationship-building abilities
• Proficiency with Google/Microsoft productivity suites (Docs, Sheets, Gmail)
• Willingness to identify new ideas to enhance service
• Flexibility in approach to customer and business needs
• Desirable but not essential: degree in IT/CS or related field

Responsibilities

• Support customers with their chosen payment solution across onboarding, in-life support, and escalations
• Respond to tickets in line with SLAs and provide first-class service
• Be the face and voice of Global Payments during interactions
• Collaborate with other business units to deliver timely responses
• Provide feedback on customer opinions or concerns to internal teams
• Liaise with third party partners as needed
• Update and create supporting docs and test plans; document resolutions for audit trails
• Support other regions when required and stay updated on product changes and industry trends
• Assist at events to showcase payment technology expertise

Skills

Customer support

POS technologies

SoftPoS

Communication

Cross-functional collaboration

Problem solving

Google/Microsoft Suites

Tools

Google Docs

Google Sheets

Gmail

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 customers with their chosen payment solution offering expertise throughout the customer journey - onboarding, in-life support and escalations. Responding to tickets inline with our SLA’s and ensuring that our customers are provided with first class customer service. You will be the face and voice of Global Payments during your interactions. We pride ourselves on how we collaborate with each other and you will be expected to work closely with other business units to ensure timely and accurate responses to customer queries. You'll act as a customer champion, providing feedback on any customer opinions or concerns to the relevant people internally. Liaising with relevant third party partners e.g. terminal manufacturers as and when required. Reviewing, updating and composing supporting documentation and test plans as needed. Documenting resolutions is a vital part of what you'll be doing and ensuring there is a full audit trail of all customer 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. Offering support at events to showcase your payment technology expertise.

What you'll bring

• A minimum of 1 years experience working in a customer or technical support role is desirable.
• Previous experience of working with POS or SoftPoS technologies.
• 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.
• 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 Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail 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 but not essential.
• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.
• Previous use of Kibana or Grafana would be advantageous.

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.

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.

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].