At least 1 year of experience in a technical support role within a contact center or BPO environment, supporting hardware and software troubleshooting
Working knowledge of operating systems and standard troubleshooting procedures
Comfortable using CRM or ticketing platforms to log and resolve issues
Strong communication skills - both verbal and written - with the ability to explain issues clearly to non-technical users
Excellent customer service skills , with the ability to remain professional and composed under pressure
Must be willing to support clients across multiple channels , including phone calls and emails
Willing to work onsite at Vertis North, Quezon City
Amenable to shifting schedules , including weekends and holidays
Prior experience handling payment processing systems, POS devices, or similar technology platforms
Knowledge of basic networking concepts (e.g., IP configuration, connectivity troubleshooting)
Exposure to remote access tools and more advanced diagnostic platforms
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
Computer Skills - Basic computer skills
Industry Knowledge - Ability to develop basic payments industry knowledge
Research - Basic ability to research issues and resolve customer inquiries
Benefits
Vision insuranceRemote work options
Additional Information
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
Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizes various databases to select the best processing method and explains the solution to the client in order to resolve the inquiry. Maintains an accurate and complete record of all inquires and problems handled. Operates a personal computer, mainframe, software packages and front end programs related to the client.
What Part Will You Play?
Resolves client and/or merchant technical support issues relating to point of service (POS) products, including, but not limited to, dial-up card swipe terminals, and provides standardized responses by utilizing established documentation and processes. Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures.
Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through on-going training and referring to online manuals as required.
What Are We Looking For in This Role?
Tsys · Quezon City, Philippines