Technical Customer Support 2

Global Payments Inc.; Quezon City; On-site; PHP 180,000 - 300,000; Full time

Job summary

Global Payments Inc. in Manila is seeking a customer service technical support representative to resolve end-user issues and handle post-sale support. You will field requests via phone, email, and chat, perform data entry into our systems, and assist with product installations.

You will stay updated on product features and policies while collaborating with product, development, sales, and merchant teams to meet service quality goals.

Qualifications

• Minimum 1 year of experience providing technical support to end users.
• Fundamental knowledge of the Bankcard Industry.
• Ability to work rapidly, independently and accurately under pressure to meet departmental goals.
• Knowledge of company policies, procedures, products and services.
• Strong written and oral communication, attention to detail, and problem-solving.

Responsibilities

• Resolve end-user issues through step-by-step instructions related to hardware, software and networking support.
• Field incoming support requests via phone, email, or online chat.
• Data entry of merchant information into the database using proprietary tools.
• Schedule and complete installations of Global Payments products.
• Stay current with equipment options and product features.
• Meet production, quality, and attendance objectives.
• Communicate fulfillment updates across departments (product, development, sales, merchants).
• Provide tier 2 support for products released to Customer Service.
• Other duties as assigned.

Skills

Technical support

Customer service

Communication skills

Problem solving

Typing speed 40 wpm

Education

High school education

Tools

Microsoft Office

Google G-Suite

Job description

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 on-line 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

Experience, Knowledge and Skills:

• At least 1 year experience providing technical support to end users.

• Fundamental knowledge of the overall Bankcard Industry.

• Ability to work rapid Wright, independently and accurately under pressure to meet departmental goals.

• Knowledgeable of company policies, procedures, products and services. Have a current knowledge of your workgroup and department’s procedures, policies, and responsibilities.

• Working knowledge of Microsoft Office and Google G-Suite applications. Ability to type at least 40 words per minute. Must have strong written and oral communication skills and well-developed problem solving skills and attention to detail.