Product technical specialist II

Global Payments; Ciudad de México; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

Global Payments in Mexico City is seeking a customer-focused technical support agent to assist merchants with POS products and payments inquiries.

You will resolve issues via telephone, email, chat or SMS, document all interactions in databases, and contribute to the knowledge base through ongoing training and policy updates.

Strong problem-solving and communications skills are essential in a fast-paced environment where accuracy and compliance matter.

Formación

• High school diploma or equivalent.
• 2+ years of relevant experience preferred.
• Experience in payments industry preferred.

Responsabilidades

• Respond to customer service requests via telephone, email, chat or SMS to resolve inquiries and problems.
• Resolve client/merchant technical support issues related to POS products using established documentation.
• Enter required and relevant information into databases while resolving issues.
• Participate in ongoing training to improve knowledge of POS products, policies, procedures and regulations.

Conocimientos

Customer service

Payments knowledge

Technical support

Problem solving

Educación

High School Diploma or equivalent

Herramientas

POS terminals

Databases

Mainframe

CRM software

Descripción del empleo

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?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.What Are We Looking For in This Role?Minimum QualificationsHigh School Diploma or EquivalentTypically Minimum 2 Years Relevant ExpPreferred QualificationsTypically Minimum 4 Years Relevant ExpPrevious customer service experience with a focus on payments industryWhat 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 skillsIndustry Knowledge - Ability to develop basic payments industry knowledgeResearch - Basic ability to research issues and resolve customer inquiries