Jobs
>
Brantford

    I&T Technical Specialist - Brantford, Canada - Global Payments

    Global Payments
    Global Payments Brantford, Canada

    1 day ago

    Default job background
    Full time
    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.

    Job Responsibilities

  • 24/7/365 support of field installation team members.
  • Perform post installation checklists.
  • Ensure new sites are added to autobot and view sites websites.
  • Ensure all optional software is installed and functional.
  • Provide "first line of support" contact for our international resellers (EGS, MYTEC, etc.).
  • Confirm all post installation checklists are completed for prior week.
  • Occasionally assist with staging equipment for future installations.
  • Perform a variety of data entry projects/assignments.
  • Perform various connectivity/network assignments.
  • Resolve customer issues/requests via established procedures, including product usage questions.
  • Use case-logging software to record client contact and actions accurately and concisely in our CRM platform.
  • Follow departmental procedures regarding call etiquette.
  • Follow departmental procedures regarding call escalations, ensuring calls are routed to appropriate resources on a timely basis.
  • Learn, build, and maintain detailed knowledge of products, practices, and procedures to better serve our customers.
  • Cooperate and communicate with team members to meet departmental goals; provide feedback on the status of service tickets, outstanding issues/concerns, etc.
  • Handle a daily workload of a defined number of cases/inbound requests (based on role) – approximately 25+ cases per day or 80+ inbound requests based on role.
  • Attend and participate in organizational meetings (e.g., team, department, company).
  • Adhere to work schedules as defined and be available when contacted during work hours; adhere to attendance requirements.
  • Demonstrate virtual operating principles (e.g., be on camera, respond in a timely manner to inquiries, maintain professionalism, eliminate/minimize non-work distractions, etc.).
  • Be familiar with and follow established communication channels, following departmental procedures regarding escalation of calls.
  • Be open and receptive to coaching and willing to learn new concepts; demonstrate agility in learning and adjust behaviors as technology changes.
  • Complete assigned training courses on a timely basis and actively participate in our performance management process (4Talks).
  • Follow company policies and procedures.
  • Perform other duties as requested (e.g., project work; assisting other team members; etc.).

    • Required Skills and Competencies

  • Active Listening – The ability to listen attentively, comprehend and reflect on what is being said, to respond appropriately, and retain information for later recall.
  • Collaboration – The capacity to be kind, considerate and work with a diverse group of individuals. A willingness to share information and to be taught by others (process and technical skills).
  • Communication – The ability to elicit information tactfully and to explain technical issues clearly, both verbally and in writing; as well as to adjust direction based upon the knowledge/ability of the caller.
  • Computer Proficiency – Demonstrated proficiency in using computers with the ability to simultaneously type/record issues and resolutions. Demonstrated knowledge of technical terms.
  • Customer Service – The ability to demonstrate empathy and positivity while aiding in the resolution of technical issues; the ability to focus on each call without distraction, and do so in a calm, deliberate manner.
  • Detail-Oriented – Attentive to details to ensure accuracy and completeness of work.
  • Diagnostic – The ability to determine the root cause of issues quickly and accurately while adhering to established protocols.
  • Patience – The capacity to resolve repetitive issues without anger or frustration.
  • Problem Solving – The ability to determine and take the steps necessary to correct issues.
  • Reading Comprehension – The ability to read, comprehend, and then provide clear, concise direction.
  • Time Management – The ability to quickly and accurately close cases (knowing when to resolve or to escalate calls) and to prioritize tasks.

    • Education & Experience

  • Associate Degree preferred or equivalent years of experience.
  • Demonstrated basic math skills.
  • Knowledge of Office and Google product suites.
  • Ideal candidate will have 2+ years of call center experience or 1+ year of remote technical support experience.
  • Knowledge and proficiency in one or more of the following may be required: Windows, Linux, TCP/IP, networking configuration, SQL, or DHCP.
  • Experience using case-logging software (Salesforce preferred) and the ability to listen and type at the same time.
  • Call center or remote technical support experience.
  • Restaurant experience is a plus; in some roles, this may be required.
  • Bi-lingual (Spanish-speaking; French-speaking) is a plus.

    • Location

    Ideally, this role will be in-office (Lansdale, PA) or Hybrid, however, Remote will be considered for otherwise qualified candidates.

    Equipment

    You will be provided with a company-issued laptop. A monitor, mouse, keyboard, and headset may also be provided depending upon the candidate's preference. Phone, modem, and network connections are necessary.

    Travel

    Limited (10%) to none.

    There may be times when a need arises for a technician to be on-site to assist and/or guide a customer. While these instances are rare, it is important to note it is possible.

    Other Duties
    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice based upon business needs. Team members are expected to be flexible as such changes occur.

    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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

  • GEI Consultants

    Technical Specialist

    12 hours ago

    GEI Consultants Guelph, Canada

    **Description** · GM BluePlan Engineering and GEI are now one. We have joined together and become Canada's premier consulting firm in providing multi-disciplined engineering and environmental services to a range of private and public sector clients, both domestically and abroad. ...

  • GEI Consultants

    Technical Specialist

    12 hours ago

    GEI Consultants Guelph, Canada

    **Description** · GM BluePlan Engineering and GEI are now one. We have joined together and become Canada's premier consulting firm in providing multi-disciplined engineering and environmental services to a range of private and public sector clients, both domestically and abroad. ...

  • Open Text Corporation

    Technical Support Specialist

    4 days ago

    Open Text Corporation Waterloo, Canada

    **Technical Support Specialist**: · - Req id: Waterloo, ON, CA**OPENTEXT** · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportun ...

  • Open Text Corporation

    Technical Support Specialist

    1 week ago

    Open Text Corporation Waterloo, Canada

    **Technical Support Specialist**: · - Req id: Waterloo, ON, CA**OPENTEXT** · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportun ...

  • OTTO Motors by Rockwell Automation

    Technical Support Specialist

    12 hours ago

    OTTO Motors by Rockwell Automation Kitchener, Canada

    **Position: Technical Support Specialist** · **Location: Kitchener** · **Job Type: Full-Time Permanent** · **Experience: 1-3 years customer-facing work experience** · **Education: Bachelors in related field** · **Division: OTTO Motors by Rockwell Automation** · **About OTTO Motor ...

  • Vidyard

    Technical Support Specialist

    4 days ago

    Vidyard Waterloo, Canada

    Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, an ...

  • Beckhoff Automation

    Technical Support Specialist

    6 days ago

    Beckhoff Automation Cambridge, Canada

    **About Beckhoff**: · Beckhoff Automation is a fast-growing manufacturer of industrial automation solutions, specializing in PC-based controls. The company generated revenues of 1.182 billion euros globally during fiscal year 2021. Our product range covers industrial PCs, I/O and ...

  • Coil Care

    Technical Sales Specialist

    12 hours ago

    Coil Care Cambridge, Canada

    Education: Bachelor's degree · - Experience: 2 years to less than 3 years · **Asset languages**: · - Bengali · **Tasks**: · - Promote sales to existing clients · - Identify and solicit potential clients · - Assess client's needs and resources and recommend the appropriate goods o ...

  • opentext

    Technical Support Specialist

    5 days ago

    opentext Waterloo, Canada

    **OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. · **The Opport ...

  • opentext

    Technical Support Specialist

    4 days ago

    opentext Waterloo, Canada

    **OPENTEXT** · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the ...

  • SLR Consulting

    Technical Support Specialist

    4 days ago

    SLR Consulting Guelph, Canada

    Vacancy No · - VN3478 · Employment Type · - Permanent · Contract Type · - Full-Time · Advert · - We are SLR Consulting (Canada), a 400+ team of environmental/regulatory professionals across the country. We are a leading consulting firm delivering over 30 technical disciplines hel ...

  • IKEA

    Technical Support Specialist

    1 week ago

    IKEA Burlington, Canada

    This is a contract with the possibility of becoming a permanent role. The position is based in the GTA. · What you'll need to have · - You are inspired by service-minded work, and put the end user ́s and customer's needs first · - You have a minimum 2 years of work experience in ...

  • ATS Corporation

    Technical Quality Specialist

    1 week ago

    ATS Corporation Cambridge, Canada

    Join our globally growing team at ATS Industrial Automation where we create complex automation solutions at the highest level that sustainably impact lives around the world. · At ATS, a publicly traded global company with a proud 40-year history, we help drive the future with our ...

  • Trackunit

    Technical Support Specialist

    4 days ago

    Trackunit Kitchener, Canada

    Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least ...

  • ODC Tooling and Molds

    Technical Quotations Specialist

    1 day ago

    ODC Tooling and Molds Waterloo, Canada

    _**Technical Quotations Specialist - AUTOMOTIVE**_ · ODC Tooling & Molds is a well-established company with a reputation as a world-class leader in designing and manufacturing custom automotive tooling and machines. ODC is a family run business that empowers its employees and uti ...

  • Trackunit

    Technical Support Specialist

    5 days ago

    Trackunit Kitchener, Canada

    Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least ...

  • Equip Exports LLC

    Technical Support Specialist

    5 days ago

    Equip Exports LLC Burlington, Canada

    As an Tech Support Executive you will be Auditing, Testing, Repairing IT Products which include: Laptops ,Desktops, LCD's, HDD s, Rams, Tablets, Chromebooks, Video projectors and other related products and will be performing all related Warehouse Activities. · **Company Profile** ...

  • Voltera

    Technical Support Specialist

    6 days ago

    Voltera Waterloo, Canada

    **About Voltera** · Our flagship product, the V-One, is a multi-functional desktop PCB printer that was designed for rapid prototyping and education in traditional, rigid electronics. · Our newest product, NOVA, is the world's first direct-write printer for soft, flexible, and st ...

  • Cogeco Connexion Inc

    Specialist, Technical Support

    12 hours ago

    Cogeco Connexion Inc Burlington, Canada

    Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui ...

  • Cogeco Cable - Canada

    Specialist, Technical Support

    6 days ago

    Cogeco Cable - Canada Burlington, Canada

    Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agil ...