Technical Support Analyst III

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

Job Description

This position is not eligible for visa sponsorship, now or in the future. Candidates must be a US Citizen or valid Green Card Holder.

This position is hybrid 3 days per week in the following office locations: Cincinnati, OH

Ready to take your career global?

Make your mark at one of the biggest names in payments. We're looking for an Technical Support Analyst III to join our ever-evolving Technical Conversions Support team and help shape the future of global commerce.

What you'll own

• 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.
• Analyzes 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.

What you'll bring

• Bachelor's degree in computer science, management information systems, business administration or other related discipline or the equivalent combination of education, training, or work experience. Experience in Technical Support, Production Support, Engineering, or IT
• Knowledge of JCL, TSO, Assembler and/or Cobol is desirable and scripting is a plus
• Excellent analytical, problem-solving and time management skills
• Ability to successfully manage multiple concurrent tasks
• Must be extremely detail-oriented and thorough in completing tasks
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers

About the team

Our inclusive and global teams win together every day. We're proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections - it's unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.

EEOC Statement

Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.

Washington Candidates: Click here for information on the Fair Chance Act.