Technical Support Engineer - Remote (US Based)

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. 

Summary of This Role

Provides help desk support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.

What Part Will You Play?

• Troubleshoot and resolve technical support issues for MineralTree’s customers and bank partners

• Accurately document cases by describing successful resolution with customer comments and proper categorization of calls

• Work directly with our customers to provide regular updates regarding outstanding support tickets

• Escalate unresolved support cases to MineralTree’s Engineering team

• Work collaboratively with team members cross-functionally, such as engineering and customer success, communicating customer feedback

• Maintain and grow MineralTree’s knowledge database to ensure there is a future record of customer issues and “how to” resolve these with step by step instructions

• Fully remote (US Based)

• Monday - Friday, cover required between 8am - 8pm EST. You will need to be flexible to be available between these hours.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 4 Years Relevant Exp
• Help desk.

What Are Our Desired Skills and Capabilities?

• Excellent communication skills with a passion for solving technical problems and delighting customers

• A willingness and desire to provide assistance to customers in a helpful, patient and respectful manner

• Ability to quickly learn new technologies and programs

• SQL experience

• Prior software support experience required

• Experience providing support via chat is a plus

• Knowledge of Linux is a plus

• Knowledge of Finance practices and/or payments a huge plus!

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

The position listed in this requisition is ineligible for the referral bonus award program.

This position is eligible to be considered for remote hiring anywhere in the USA.

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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 [email protected].