Client Support Specialist

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.
Heartland School Solutions is a fast growing, computer software and service company in the School food service marketplace. We are seeking self-motivated, personable individuals with an aptitude toward training and customer service. We offer a fun work environment, competitive wages and excellent benefits. Our products have continued to set the standard for product development and customer support that the rest of the industry is measured by.
Responsibilities:

• Technology Support receives inbound calls and works with customers to analyze and resolve software operations issues.
• Assists customers with data issues, report development and use, data entry and other advanced system functions
• Analyze customer software usage and efficiency and develop opportunities for maximizing the same.
• Analyze customer network components/architecture and advise customers on methods to maximize system performance.
• Uses appropriate information systems to enter status and flags unresolved items for follow-up.
• Uses WebEx or Zoom sessions as needed.
• Technology Training: Provides comprehensive training on system operations to managers and other system users.
• Provides world-class remote and onsite training to enterprise customers
• Applies a consultative approach to software implementation projects to ensure the solution meets the business need
• Assists Project Managers in coordinating long, complex projects: Proactive Process Improvements to processes and solutions.
• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.
• Understands and partner with food service operations to improve efficiency
• Subject Matter Expert for Enterprise software products that support the K-12 food service industry
• Resolves complex support issues for enterprise accounts
• Responds to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner. Willingness to help support Calls and cases outside of implementations.
• Collaborates with Tier 3, Product, R&D, and leadership to implement and support customers
• Provide on-site team leadership during system implementation.
• Travels, by air or car in accordance with company travel policy, up to 40-50% of the work year completing POS On-Site implementations (installation, training, and go-live support)
• Performs Remote training and set-ups as directed or scheduled.
• Monitors and mentors customers on scheduled go-live day(s).
• Software Quality Assurance: Test products and processes as needed.
• Identify and report problems to the development team.
• Devises strategies to improve the use and functionality of POS products.
• Monitors and supports beta test customers

Qualifications:

• Must demonstrate outstanding communication (written, verbal, and listening) skills, intuition, and follow-through, combined with professional phone etiquette and a caring attitude.
• Ability to effectively present information and respond to questions from clients, customers, and the general public.
• Experience as a trainer of software is a plus. Customer support experience in a call center or helpdesk environment is a plus.
• Possesses the ability to relay technical information to non-technical users.
• Possesses the ability to quickly learn software applications.
• Knowledge of computers, general networking concepts, internet usage, Microsoft Office (Word, Excel), and Microsoft Outlook.
• Must have working knowledge of Microsoft SQL Server Standard and Express editions.
• The ability to write SQL scripts is a plus.
• Food service experience is a plus.
• Strong organizational skills with the ability to multitask and prioritize.
• Associate's or Bachelor's degree preferred.
• Air travel is required in accordance with company travel policy.
• A valid driver's license is required with the ability to legally rent and drive cars within the continental US in accordance with company travel policy.
• Applicants must be able to provide proof of employment eligibility if hired.

The individual also must possess the following general qualities:
Computer Skills:

• To perform this job successfully, an individual should have practical experience in the following areas:
• Computer Operations including Internet usage, Microsoft Office (Word, Excel, PowerPoint), Microsoft Outlook, Instant Messenger, Windows desktop operating systems, and Windows server environment including SQL.
• Overall understanding of Networking, including TCP/IP, Windows Networking SMB, Networking hardware, and socket connections.

The US base salary for this full-time position is $20.00 - $22.00/hr. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training
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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.