• Job Description

  Req#: R0069573

  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.

  Job Description

  • As 2nd level support, handling customer demand (configuration level bugs, service, and information requests) which do not require code change.
  • Delivering support team related work items during implementation phase of the project.
  • Providing application support to customers for general and merchant related issues by remote connection or telephone.
  • For customer demands which required 3rd level support, supporting the process during requirement clarification, testing/verifying and submission of the solution.
  • Providing 2nd level support, for incidents on the services under responsibility of the team.
  • Executing manual/scripted tests before/during and after deployments of the applications.
  • Plan and prioritize work in accordance to Service Level Agreements.
  • Working together with the teammates and customers to define recurring issues to classify as problem, finding root-causes and permanent solutions.

  Necessary Skills and Experiences

  • Bachelor’s Degree in Computer, Electrical & Electronics or Industry Engineering, MIS or other relevant departments of universities
  • Familiarity with software development and support processes.
  • Fluent in English (written, spoken - upper intermediate).
  • Familiarity Linux and/or Windows server and shell scripting languages.
  • Database (Oracle, Postgre SQL, SQL Server or others) knowhow.
  • Familiarity with ITSM ticketing tools (Jira or others).
  • Able to work under pressure and meet deadlines.
  • Team player, ability to work in a part of an Application Support Team.
  • Strong analytical mindset, problem solving and strong communication skills.
  • Strong responsibility and ownership attitude, customer(service) oriented mindset is a must.

  Nice to Have:

  • Credit card and payment system knowledge is a big plus.
  • ITSM knowledge, ITIL certification.
  • Experience working in DevOps and Agile culture.
  • Familiarity with deployment methods with CI/CD tools, experience in software configuration and release management.
  • Hands-on experience on software development (Java, .NET) or shell scripting.
  • Know-how in web service integration.
  • Experience in working with global customers or working in a global organization.

  This position is eligible to be considered for remote hiring .

  #LI-Remote

  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 jobs@globalpay.com.

• About the company

  Global Payments Inc. is an American company providing financial technology services globally.

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