Technical Support Engineer
Global Payments Inc.
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $29 - $34 per hour
Job Level
Mid-LevelSenior
Tech Stack
LinuxSQL
About the role
- Troubleshoot and resolve technical support issues for MineralTree’s customers and bank partners
- Accurately document cases with customer comments and proper categorization
- Provide regular updates to customers regarding outstanding support tickets
- Escalate unresolved support cases to Engineering
- Work collaboratively with cross-functional teams, such as engineering and customer success, communicating customer feedback
- Maintain and grow MineralTree’s knowledge database with step-by-step resolution instructions
- Provide help desk support for PC, server or mainframe applications and hardware, including logging issues into a client support application
Requirements
- High School Diploma or Equivalent
- Typically Minimum 4 Years Relevant Exp
- Help desk experience
- Excellent communication skills
- 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
- Must be legally authorized to work for any employer in the United States (no visa sponsorship)
- Reside within a reasonable commuting distance to one of our office locations; occasional on-site presence may be required
- Flexible availability between 8am - 8pm EST, Monday - Friday