What are the responsibilities and job description for the Client Services Representative position at Global Payments?
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
Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services. Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.
70,000 - $80,000
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
What Part Will You Play?
- Develops extensive knowledge base of the industry, system, module and product, and uses that information to assist the client.
- Facilitates complex client inquiries and conducts research to solve issues within established Service Level Agreements and methodologies. Responsible for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Primary contact with the client to either resolve client's issue or define client's problem for subsequent action.
- Facilitates calls with technical, account management, vendors and / or the client when necessary, and updates issue tracking systems, while keeping the client informed.
- Analyzes and evaluates client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Prepares / makes recommendations to clients on solution options. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
- Maintains client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands client's business needs and objectives and identifies opportunities to promote new products and services. May provide consulting about upcoming system enhancements.
- Interprets basic to complex technical client issues and project requests. Determines root cause analysis and identifies technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within Global Payments while striving to meet the needs of both parties.
- Leads client training on specified modules or products, as required.
- Develops functional requirements and specifications to support client customization or system changes to include coding scripts and writing macros.
- Monday - Friday. Would need to be flexible to work different shifts between 8am - 11pm EST.
What Are We Looking For in This Role?
Minimum Qualifications
Preferred Qualifications
What Are Our Desired Skills and Capabilities?
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 :
The position listed in this requisition is ineligible for the referral bonus award program.
This position is eligible to be considered for remote hiring anywhere in the USA.
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.
Salary : $70,000 - $80,000
