Client Support Specialist 1

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Summary of This Role

Provides help desk support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• At least with 6 months experience as CSR
• Good English communucation skills
• Willing to work onsite in Vertis North, Quezon City
• Amenable to working and adhering to an Australian timezone schedule, including shifts that align with business hours in Australia

What Part Will You Play?

• Receives routine client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); assists with reviewing information to define the problem and determines the ultimate impact. Documents and/ or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues as directed.
• Assists with providing initial/ basic technical support (e.g., resetting passwords for multiple applications) for internal/ external client problems and with basic services related to desktop, Personal Computer, or merchant terminals. Escalates issues requiring more experience and in depth knowledge. Becomes familiar with company systems/ client operating systems while observing external and internal client meetings.
• Verifies systems during and after scheduled outages/ maintenance including screens, web sites, and other company managed data for clients as directed. Assists with monitoring critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables.

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Communication Skills - Excellent communication skills
• Problem Solving Skills - Must be able resolve merchant issues or coordinate issue resolution
• Analytical Skills - Must be able to analyze problem as it is described over the phone and determine best solution

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].