Hybrid Technical Support Analyst III — Global Commerce

Global Payments Inc.; Cincinnati (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Global Payments Inc. is seeking a Technical Support Analyst III to join the Technical Conversions Support team in a hybrid role based in Cincinnati, OH.

You will onboard and support merchant clients, certify settlement files, and collaborate with cross-functional teams to deliver top-tier service. The ideal candidate will have a computer science or related degree, experience in technical support, and strong problem-solving and communication skills to serve internal and external customers.

Qualifications

• Bachelor’s degree in computer science, MIS, business or related field, or equivalent experience.
• Experience in Technical Support, Production Support, Engineering, or IT.
• Knowledge of JCL, TSO, Assembler and/or Cobol is desirable; scripting is a plus.
• Excellent analytical, problem-solving and time management skills.
• Ability to manage multiple concurrent tasks.
• Detail-oriented and thorough in completing tasks.
• Strong verbal and written communication for technical and non-technical audiences.
• Excellent customer service skills to build high satisfaction.

Responsibilities

• Boarding and support of merchant clients and maintaining client configurations and product enhancements.
• Complete certification of settlement files and generate settlement files and reports as requested.
• Engage with Line of Business, Operations, Support and Development teams to deliver best in class service to our clients.
• Complete Service Requests and resolve assigned Incidents within designated OLAs.
• May conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed.
• Analyses problems, documents and communicates resolution, and conducts follow up. Escalates problems to appropriate teams when necessary.
• Assists in documenting current policies and procedures in the knowledge management system.

Skills

Analytical skills

Time management

Multitasking

Detail oriented

Communication

Customer service

Education

Bachelor's degree in computer science

Tools

JCL

TSO

Assembler

Cobol

Job description

Global Payments Inc. is seeking a Technical Support Analyst III to join the Technical Conversions Support team in a hybrid role based in Cincinnati, OH.

You will onboard and support merchant clients, certify settlement files, and collaborate with cross-functional teams to deliver top-tier service. The ideal candidate will have a computer science or related degree, experience in technical support, and strong problem-solving and communication skills to serve internal and external customers.