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.What Part Will You Play?Acts as Subject Matter Expert (SME) within area, proving both internal and external consulting services on system, module and product. Works with considerable latitude for non-reviewed action or decision. Makes recommendations which have significant impact on the technical aspects of projects, issues, module or programs.Directs complex client inquiries and directs/conducts research to solve issues within established guidelines Service Level Agreements and methodologies. Resolves 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. Consults with the client to either resolve client’s issue or define client’s problem and initiates for subsequent action.Leads the calls with technical, account management, vendors and/or the client when necessaryConsults internally and externally on the analysis and evaluation of client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.Serves as consultant for the client. Possesses proven credibility through thorough knowledge of systems and product functionality. Foresees client’s business needs and objectives and identifies opportunities to promote new products and services.



Provides consulting about upcoming system enhancements.Acts as internal consultant for interpreting complex technical client issues and project requests along with determining root cause analysis and identifying 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 product, as required.Develops complex functional requirements and specifications to support client customization or system changes to include coding scripts and writing macros.Consults on impact across component lines of development, issues, or client requests. Directs knowledge transfer between ongoing projects and client issues to ensure components are meeting clients and Global Payments needs. Determines consultative alternatives to meet client needs or increase revenue opportunities.What Are We Looking For in This Role?Minimum QualificationsBachelor's DegreeRelevant Experience or Degree in: Bachelor's degree or the equivalent of training and experienceTypically Minimum 8+ Years Relevant ExpIncludes consulting with clients to meet business needsPreferred QualificationsMicrosoft Office to include writing macros in ExcelTypically Minimum 6 Years Relevant ExpIn the credit card industryWhat Are Our Desired Skills and Capabilities?Skills / Knowledge - Having broad expertise or unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Barriers to entry such as technical committee review may exist at this level.Job Complexity - Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods,



techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.Supervision - Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others.Problem Solving - Ability to solve problems using experience and good judgmentEffective Communication - Demonstrated effective written and oral communication skillsTechnical Aptitude - Ability to understand and communicate technical changes in easy to understand business termsHere’s where we’ll learn a little about you, why you want to join Global Payments, and why you’d be a good addition to our team.Interview with a GlobalpayerThis is the time where we get to know you better, and your opportunity to learn more about us. The best way to thrive is to bring your whole self to the conversation. We’ll ask about your skills and experiences, as well as your career aspirations. Depending on the role, you might have multiple interviews with various Globalpayers.Offer and OnboardingThe exciting part! If you’re the best candidate, your recruiter will be in touch to confirm your offer. If you accept, we’ll walk you through the next steps of what you can expect during your background check and onboarding process to get you ready to become an official Globalpayer.Privacy StatementGlobal Payments is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how General Payments protects personal information online, please see the Online Privacy Notice.Sourcing ModelRecruitment at General Payments works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Global Payments does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#J-18808-Ljbffr

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