Job Description

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.

Resume du poste

Fournir des informations techniques, des conseils et une assistance precis et opportuns concernant les produits et services de l'organisation. Repondre aux demandes des clients ; comprendre leurs questions techniques, evaluer leurs besoins et suggerer ou promouvoir des solutions pouvant inclure des produits ou services alternatifs. Entreprendre des recherches et elaborer des propositions de nouvelles solutions pour resoudre les problemes techniques et assurer le suivi des points en suspens. Utiliser des bases de donnees ou d'autres systemes informatises pour maintenir la documentation a jour.

Quel sera votre role ?

Apprend le secteur, le systeme, le module et le produit, et utilise ces informations pour interagir avec le client. Soutient les demandes des clients et apprend a mener des recherches pour resoudre les problemes dans le respect des directives etablies. Aide a clarifier l'impact avec les clients, a valider par des recherches internes, a faciliter les interactions techniques, a suivre l'etat des problemes, a valider les mesures correctives et a communiquer la resolution au client. Est en contact direct avec le client pour l'aider a resoudre son probleme ou a le definir en vue d'une action ulterieure. Ecoute les appels avec les equipes techniques, la gestion des comptes, les fournisseurs et/ou le client si necessaire et, selon les directives, met a jour les systemes de suivi des problemes tout en tenant le client informe. Apprend a analyser et a evaluer les modifications apportees par le client, y compris les demandes de maintenance des options, grace a une consultation approfondie avec lui, tout en apprenant les meilleures pratiques et a mener des recherches internes.

Qualifications minimales requises

Bilingue francais-anglais Diplome d'etudes secondaires et experience en B2B, soit dans la vente, soit dans le service client.
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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.

What Part Will You Play?

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Learns the industry, system, module and product, and uses that information to interact with client. Facilitates client inquiries and learns how to conduct research to solve issues within established guidelines. Receives education for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Assists in clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Has direct contact with the client to assist in the resolution of the client's issue or assist in the definition of the client's problem for subsequent action. Listens to the calls with technical, account management, vendors and/or the client when necessary, and with direction, updates issue tracking systems, while keeping the client informed. Learns to analyze and evaluate client initiated changes, including options maintenance requests, through thorough client consultation while learning best practices and how to conduct internal research. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate. Learns about the client and begins building credibility through knowledge of systems and product functionality. Learns how to interpret technical client issues and project requests.

What Are We Looking For in This Role?

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Minimum Qualifications

Bilingual in French and English High School diploma + experience in B2B sales or outbound Customer Service

Preferred Qualifications

Typically Minimum 2 Years Relevant Exp In the credit card industry

What Are Our Desired Skills and Capabilities?

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Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues. Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally. Supervision - Normally receives detailed instructions on all work. Problem Solving - Ability to solve problems using experience and good judgment Effective Communication - Demonstrated effective written and oral communication skills Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms

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.