Tech Support Specialist (Tier 2) - Bankcard & Installations

Global Payments; Quezon City; On-site; PHP 268,000 - 402,000; Full time

Job summary

Global Payments in Quezon City, Philippines, is seeking a customer support professional for a technical helpdesk role. You will resolve end-user issues with step-by-step guidance across hardware, software, and networking, and field requests via phone, email, or chat.

You will install products, maintain up-to-date knowledge of vendor options, and communicate progress across product, development, sales, and merchant teams while meeting quality, production, and attendance targets.

Qualifications

• At least 1 year of experience providing technical support to end users.
• Fundamental knowledge of the overall Bankcard Industry.
• Ability to work rapidly, independently and accurately under pressure to meet departmental goals.
• Knowledgeable of company policies, procedures, products and services.
• Strong written and oral communication skills and attention to detail; typing 40 WPM.

Responsibilities

• In a customer service call center setting, resolve end-user issues through step by step instructions related to hardware, software and networking support.
• Field incoming support requests submitted through phone calls, emails, or online chat rooms.
• Data entry of merchant information accurately, within specified time limits into the applicable database, using proprietary tools.
• Schedule and complete installations of Global Payments products.
• Stay current with all equipment options, features and functions as it relates to the vendor/product.
• Meet or exceed production, quality, and attendance objectives of the department.
• Regularly communicate details of fulfillment efforts through scheduled meetings and written pieces. Includes the ability to effectively communicate across multiple departments: product, development, sales, merchants, etc.
• Provide tier 2 support for products released to Customer Service
• Other duties as required by business conditions or as assigned.

Education

High school education

Tools

Microsoft Office

Google G-Suite

Job description

Global Payments in Quezon City, Philippines, is seeking a customer support professional for a technical helpdesk role. You will resolve end-user issues with step-by-step guidance across hardware, software, and networking, and field requests via phone, email, or chat.

You will install products, maintain up-to-date knowledge of vendor options, and communicate progress across product, development, sales, and merchant teams while meeting quality, production, and attendance targets.