Pos Support Specialist

3 months ago

Leicester, United Kingdom Global Payments (Beamery) Full time

**Description**:
**PURPOSE**

The POS Support Specialist is a 2nd Line Support role responsible for helping new and existing customers successfully operate and utilise our range of SoftPoS and Android payment solutions. As this role reports into our Ecommerce support team there will also be elements of support for our array of digital solutions. The role will focus on providing effective and efficient technical onboarding and in-life support to our customers, and supporting our internal business units.

**DUTIES AND RESPONSIBILITIES**
- Supporting customers with their chosen payment solution offering expertise throughout the customer journey - onboarding, in-life support and escalations.
- Responding to tickets inline with our SLA’s and ensuring that our customers are provided with first class customer service. You will be the face and voice of Global Payments during your interactions.
- We pride ourselves on how we collaborate with each other and you will be expected to work closely with other business units to ensure timely and accurate responses to customer queries.
- You’ll act as a customer champion, providing feedback on any customer opinions or concerns to the relevant people internally.
- Liaising with relevant third party partners e.g. terminal manufacturers as and when required.
- Reviewing, updating and composing supporting documentation and test plans as needed.
- Documenting resolutions is a vital part of what you’ll be doing and ensuring there is a full audit trail of all customer interactions.
- You’ll develop yourself to progress your career within Global Payments, and will be supported by your leaders to realise your goals.
- From time to time you may be required to support other regions, we are global business and when a need arises you will professionally represent the UK&I business.
- You should stay up to date with product changes, industry trends and best practices to ensure that you are on the ball at all times.
- We work in a fast paced, ever evolving environment, so expect to pitch in with other responsibilities from time to time.
- Offering support at events to showcase your payment technology expertise.

**COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)**
- A minimum of 1 years experience working in a customer or technical support role is desirable.
- Previous experience of working with POS or SoftPoS technologies.
- Enthusiasm and desire to succeed, we encourage a winning mentality.
- Clear communicator with excellent written, verbal and listening skills.
- Ability to collaborate cross-functionally to understand customer and business requirements.
- Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
- Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.
- Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
- Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.
- Identifying and embracing new ideas to enhance our service, products or personnel.
- Be flexible in your approach to the needs of our customers and the business.

**QUALIFICATIONS / REQUIREMENTS**
- A degree in IT, Computer Science or related discipline is desirable but not essential.
- Previous use of Kibana or Grafana would be advantageous.

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