Sr Product Support Analyst

DescriptionSummary of This RoleProvides 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?Receives a diverse range of client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); reviews information to define issues and determines the ultimate impact. Documents and/ or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues. Assists with facilitating appropriate resolution tasks to provide service or assistance required. Assists with coordinating relevant groups to initiate prompt issue resolution for High to Critical impact issues (e.g., access failures, system availability, etc.).Provides level one technical support and develop more in depth knowledge by assisting experienced peers with internal/ external client problems (e.g., software updates/ installation, non-critical reports, etc.) related to desktop, Personal Computer, or merchant terminals. Escalates issues requiring more experience and in depth knowledge. Demonstrates a working knowledge of company systems/ client operating systems and develops knowledge of company module/ system enhancements while participating in external/ internal client meetings.Verifies systems during and after scheduled outages/ maintenance including screens, web sites and other company managed data for clients. Monitors critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables.What Are We Looking For in This Role?Minimum QualificationsHigh School Diploma or EquivalentTypically Minimum 2 Years Relevant ExpHelp desk; POS Terminal experiencePreferred QualificationsBachelor's DegreeComputer science or technical fieldTypically Minimum 4 Years Relevant ExpHelp desk; POS Terminal experienceWhat Are Our Desired Skills and Capabilities?Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.Communication Skills - Excellent communication skillsProblem Solving Skills - Must be able resolve merchant issues or coordinate issue resolutionAnalytical Skills - Must be able to analyze problem as it is described over the phone and determine best solutionBenefits: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/