What are the responsibilities and job description for the Client Support Specialist II position at Expedite Technology Solutions LLC?
Purpose
Implementation Specialists are a part of our Client Onboarding team which focuses on delivering a smooth and easy starting experience to new clients. This role is both internal and external facing and responsible for integration, implementation, testing and training on our software within a 3rd party partnering software. You will be remotely assisting with all hardware and software provided by GlobalPayments Integrated as well as our solutions and services during and immediately following the implementation process. An Implementation Specialist is expected to understand computer and network functions enough to be able to identify and resolve complications that arise during configuration and testing.
Essential Duties
Integrate and implement software solutions, hardware and services for new client accounts
Remotely install GlobalPayments Integrated hardware and software
Setup and configure integrated hardware
Enter client processing account credentials into partner software
Configure integration with partner software
Test and confirm ability to perform all integrated features
Train clients on how to use integrated features and GlobalPayments Integrated reporting tools
Clearly and concisely document all client interactions according to department procedure, keeping detailed, accurate notes; update account statuses as needed
Provide customized training on standalone hardware and GlobalPayments' online portals
Provide custom tailored training to clients on use and best practices for online virtual terminal, credit card and ACH reporting, payment requests, and user creation based on their business needs
Provide detailed training on integrated business analytics tools
Train clients on setup, use and function of non-integrated, standalone EMV devices
Client F1rst with a servant mentality
Approach every client interaction with the client's specific needs in mind
Provide every client with a 'White Glove' experience by helping them feel and understand our passion for their success
Help our clients understand the value, not just the function, of our software, solutions, and services
Understand our clients business timelines, monitoring their account, and following through with our clients as they pass their important onboarding milestones
Receive and accept client feedback, coordinating with other departments as necessary to drive a continuous differentiated, positive experience for the client
Communication and Collaboration
Frequently collaborate with partners and internal development teams to improve documentation, processes and resolve client concerns
Utilize gmail to respond to client email request
Utilize Google Meetings to interact with clients and provide group trainings
Utilize other G Suite services to communicate with internal teams
Understand and adhere to PCI process and procedure
Perform the necessary level of data verification for client interactions
Understand the basics of PCI requirements for clients and be able to help answer or direct their PCI related questions
Post Implementation Responsibilities
Follow-up with clients on their go-live date to confirm successful processing.
Provide additional training or configuration as necessary
Facilitate communication between the client and appropriate parties for questions or requests as necessary
Required Qualifications
2-3 years of Implementations experience (or equivalent in technical support and client success)
Ability to troubleshoot Windows and Apple based Operating Systems
Understanding of high level concepts around Terminal Services, Cloud Based Software and Software as a Service (SaaS)
Understanding of home / business networks (wire and wireless) using multiple network technologies and consumer / business peripherals, such as switches, routers, modems, printers, etc.
Understanding of networking technologies TCP / IP, DNS, and firewalls
Understanding of internet connectivity using cable, DSL, satellite, dial-up
Understand Terminal Services, their functions / limitations, and how to configure software and hardware in that environment
Preferred Qualifications
Previous experience with SalesForce, Confluence, and G Suite
Understand the concepts around load balanced servers and distributed computing
Understand the concepts around Virtual Machines, how they are used and how setup varies when using a virtual machine
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