Software Support Analyst

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 1300 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.

Touchnet a division of Global Payments is a leading provider of campus software for Higher Education helping Universities manage everything from Tuition Payments Dining Housing Continued Education Parking etc. Our goal is to build the best products and partner with our clients to help them improve their business operations. Our focus is on delivering quality turn-key solutions in a team-oriented environment. Our purpose is to deliver world class customer service and support to our entire customer base.

Position Summary

Reporting to the Director of Support the Level II Technician serves as a dedicated resource to assist resolving hardware and software issues which may require creative problem solving researching logs managing customer data and documenting technical details for product development. This position will work in conjunction with other client services teams all focused on customer issue resolution. A primary focus of this job is producing high quality detailed work with precise verifiable and repeatable details. This position will be responsible for working inbound cases from clients in a timely manner quickly responding clarifying and troubleshooting their issues to resolution.

Position Responsibilities

• Provide Support to clients using a variety of Touchnet products at Universities

• Assist customers with data management reporting and other advanced system functions while working/coordinating with teams across Touchnet.

• Manage and resolve open problem tickets.

• Engage on client issues with focus but not limited to: Data conversions API/Interface Customizations Report Building Sql knowledge etc.

• Document and communicate customer issues to the appropriate teams.

• Collaborate with colleagues to maintain accurate records and reports.

• Identify and report issues to the product team.

• Develop strategies to improve the usability and functionality of products.

• Being proactive and taking initiative are the keys to success. Utilization of slow business periods to remain current as well as transfer knowledge downstream to staff is a required function of the role.

• Continuously learning and being able to work through complex problems that are outside of the core training and documentation provided.

• Helping continuously improve documentation and knowledge to improve the overall teams knowledge.

Position Requirements

• The Level II Technician must possess an extremely high degree of inherent technical problem solving and troubleshooting skills demonstrated with product expertise.

• Able to work patiently with end-users of both a technical and non-technical background and detect the level of communication required for the particular situation.

• Must be able to communicate effectively with Senior and Executive level Management

• Interpret error logs and troubleshoot system and application issues.

• Proven ability to document system workflows.

• Proven ability to prioritize multiple activities and objectives in a rapidly changing environment.

• Convey technical concepts and user needs as well as communicate technical issues effectively.

• Very strong communications skills both verbal and written. Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.

• Strong solution oriented team player.

• Ability to negotiate alternatives know when to escalate a problem or when to require additional action from customers. Must be able to balance and prioritize multiple priorities by the book and know when further escalation is required.

Knowledge and Skill Requirements

• Ability to develop proficiency in the nuance and operations of Higher Education.

• Senior level proficiency with Microsoft Windows Operating Systems: 8 7 Vista and XP. Extensive experience with installation of customized installs of Windows Server

• Proficiency with researching logs understanding how software and APIs deliver services ability to work with legacy command line operations utilized in troubleshooting along with custom report development.

• High level of proficiency with networking including the fundamentals Windows Active Directory and Network/Domain policies.

• Superior analytical problem solving skills.

• Experience with GSuite Salesforce MS Visio and the MS Office suite of tools including MS Word Excel and Access.

Experience/Education/Certification

• Education: Four year degree (BA/BS) preferred but not mandatory with adequate experience.

• Experience on customer technical support help desk preferred but not mandatory.

• Experience in the collegiate payments market is highly desired.

• IT Certifications are highly desired.
  

The teams provide technical support coverage for our clients in different regions worldwide therefore the work timings are as follows 12.30pm to 10pm.(Saturday & Sunday off).

In addition to a competitive salary youll have access to an excellent benefits package including:

• Tier 1 medical insurance for team member and dependents upon joining(worldwide coverage)

• A positive productive and energetic work environment!

• 25 days annual holiday

• Global career progression opportunities

• Wellbeing initiatives regular social events and charitable initiatives to give back to our community

• Office with amazing views on JLT park lake and Dubai Marina

• Exciting team-building activities

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 .