Client Support Specialist I

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 Part Will You Play?

Responsible for providing software product support, technical support and general customer service for Greater Giving clients, via inbound phone calls to ensure optimal fundraising success for our clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned)

• Responds to inbound phone inquiries from clients and partners regarding the use of Greater Giving products. Typically taking between 25-35 inbound phone calls per day.
• Provides in-depth technical support, customer service, and general account management to clients on all Greater Giving products and services.
• Consults with and assists clients before, during, and after events to ensure fundraising efforts are optimized.
• Obtaining and evaluating all relevant data to handle complaints and inquiries. Identifying customers’ needs, clarify information, research every issue and providing solutions.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Maintain client accounts and events in our software and CRM, which may include coordinating information from other departments.
• Represents Greater Giving in a professional and positive manner.
• Maintains regular and predictable attendance for scheduled shifts

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically, No Relevant Experience Required

Preferred Qualifications

• Bachelor's Degree
• Computer science or technical field
• Typically, Minimum 2 Years Relevant Exp
• Help desk; POS Terminal experience

What Are Our Desired Skills and Capabilities?

• Exceptional client service and interpersonal skills, attention to detail and organizational skills
• Demonstrated experience providing technical solutions to clients
• Google G-Suite experience a plus
• Zendesk and Salesforce experience a plus
• HTML/CSS & website building experience a plus
• Non-profit industry and/or fundraising experience a plus
• 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

     
Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

This position is eligible to be considered for remote hiring anywhere in the USA.

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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].