Customer Operations Generalist

6 months ago

London, United Kingdom Global Payments Full time

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.

**About us**

Through local expertise and global scale, we at **Global Payments **Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and **Storman.
Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.

**Storman **is a software company that specialises in self storage management software, with offices in Australia, New Zealand and the United Kingdom.

**About the role**

Reporting to the Customer Operations Manager, the Customer Support Generalist (based in the United Kingdom and working fully remote) will be responsible for providing software and technical support to the business customers globally. Other key areas of responsibility will include:

- Provide support to users and administrators initially via phone, case management, instant chat, and web conferencing, analysing log files and providing solutions and guidance.
- Improve our customer's experience with the use of our products and services.
- Build and maintain strong client relationships.
- Methodically investigate and resolve queries and issues reported by customers and partners.
- Manage customer support tickets including prioritising escalated issues and liaising with the Customer Support Specialists.
- Problem-solving and troubleshooting to diagnose technical issues aiming for first time resolution.
- Ensure enquiries are responded to within established timeframes and customer satisfaction scores (KPIs) and technical support service levels (SLAs) are achieved.

**About You**

To be successful in this position you will be a customer-focused individual who loves working in an entrepreneurial, fast-paced & dynamic environment and is keen to learn new things. You will possess the following skills and attributes:

- Ideally 2+ years’ experience in a **customer service or software support role;**:

- Excellent communication skills; written, verbal, presentation, and negotiating skills;
- Strong analytical and problem-solving skills with the ability to juggle multiple priorities.
- Customer centric approach with a solutions and outcome focus and ability to prioritise cases accordingly;
- Strong analytical and problem-solving skills with the ability to manage multiple priorities.

**Our benefits**

**We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.**

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of **wellbeing resources **we offer, use your breaks and your leave including **Birthday Leave.**

We provide a first class **employee assistance program **that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

Celebrating together is a big part of our culture and we regularly gather for **Extravaganza and Team Appreciation Days **, plus fun activities brought to you by our social committees.

We like to shout at each other, not literally but via **Reward and Recognition Programs **such as Shout Outs - recognising our people that go above and beyond and make a difference to our customers.

We also pride ourselves on giving back to the communities in which we operate, so we provide two **Days of Service **each year to volunteer in a cause that matters most to them.

Other benefits available include **salary sacrifice **, **study leave **and an **Employee Stock Purchase Plan **.

**Ready to Apply?
LI-Remote

Global Payments Inc. is an equal opportunity employer.

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