Technical Support Representative 1 (Spanish Speaker)
At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises.
Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you.
The Role
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 inquiries and problems handled. Operates a personal computer, mainframe, software packages and front end programs related to the client.
What Part Will You Play?- Resolves client and/or merchant technical support issues relating to point of service (POS) products, including, but not limited to, dial-up card swipe terminals, and provides standardized responses by utilizing established documentation and processes. Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures.
- Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through ongoing training and referring to online manuals as required.
Ideal Profile
Minimum Qualifications- High School Diploma or Equivalent
- At least 1 year of experience in a technical support role within a contact center or BPO environment, supporting hardware and software troubleshooting
- Working knowledge of operating systems and standard troubleshooting procedures
- Comfortable using CRM or ticketing platforms to log and resolve issues
- Strong English and Spanish communication skills
- both verbal and written
- with the ability to explain issues clearly to non-technical users
- Excellent customer service skills, with the ability to remain professional and composed under pressure
- Must be willing to support clients across multiple channels, including phone calls and emails
- Willing to work onsite at Vertis North, Quezon City
- Amenable to shifting schedules, including weekends and holidays
- A role that offers a breadth of learning opportunities
- Attractive Salary & Benefits
- Opportunity within a company with a solid track record of performance