Deskripsi Pekerjaan
Are you looking to launch your career with a Fortune 500 powerhouse? Global Payments Process Centre, Inc. is seeking a talented and detail-oriented Technical Support Representative to join our high-performing team in Quezon City. As a Certified Great Place to Work, we pride ourselves on fostering an environment that values innovation, professional growth, and work-life balance.
In this contract-based role, you will be the frontline champion for our clients, providing technical troubleshooting and resolution for our industry-leading payment processing solutions. You will navigate complex technical environments, engage with global stakeholders, and contribute to the seamless operation of our digital financial ecosystem. If you are a problem-solver with a passion for technology and customer excellence, we want to hear from you.
Tanggung Jawab
- Provide timely and accurate technical support via phone, email, and chat for payment processing systems.
- Diagnose and troubleshoot hardware and software connectivity issues reported by merchants.
- Document all support interactions in the CRM system with high attention to detail and accuracy.
- Escalate critical technical issues to Tier 2/3 engineering teams following defined protocols.
- Stay updated on new product features, updates, and troubleshooting procedures.
- Collaborate with cross-functional teams to identify recurring trends and suggest process improvements.
- Ensure compliance with security standards and data privacy regulations during all customer interactions.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum of 1-2 years of experience in a technical helpdesk or customer support role.
- Strong understanding of network connectivity concepts (TCP/IP, DNS, VPN) and payment terminal hardware.
- Exceptional communication skills, with fluency in English both written and spoken.
- Ability to work in shifting schedules, including weekends and holidays.
- Proven ability to troubleshoot complex technical problems in a fast-paced environment.
- Experience with CRM software (e.g., Salesforce, Zendesk) is highly preferred.
- Customer-centric mindset with a focus on delivering high-quality resolution.