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.

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.

Overview/General Description

The Installation & Training (I&T) position assists in all technical tasks for the full Xenial suite of products including but not limited to Point of Sale (POS), Digital Menu Board (DMB), Drive Thru Director (DTD), and CHEF(Kitchen Management). This includes installer/vendor support and post installation verifications. The position requires a technical and organized person that can multitask and communicate quickly and effectively - both verbally and in writing – with team members and third-party vendors.

This is a non-exempt (hourly) role reporting to the Supervisor of I&T Technical Support. The incumbent will be scheduled to work Monday through Friday. Due to the nature of our business and the need to provide support to our installers in the field, individuals in this role may also be scheduled for on-call shifts (overnight and/or weekends) upon completion of training.

It is imperative candidates be available to work from 7:00 AM to 8:00 PM and on weekends, when needed, and be available to be on-call approximately once per month.

Roles & Responsibilities

• Perform live remote installations with vendors/installers both via phone and email.

• Perform pre-checklist installations

• Perform post installation checklists

• Ensure all optional software is installed and functional

• Confirm all post installation checklists are completed for prior week

• Perform a variety of data entry projects/assignments

• Perform various connectivity/network assignments

• Follow departmental procedures regarding customer call etiquette

• Follow departmental procedures regarding escalations

• Collaborate with other team members to meet departmental goals

• Follow all company policies and procedures, including adhering to scheduling and attendance requirements

• Perform other duties/projects as requested by supervisors and/or management

Qualifications

Required & Preferred

• The ability and aptitude to resolve 25+ support cases per day or 80+ inbound requests based on role

• TCP/IP networking configuration, DHCP, Linux (most important), Windows and MySQL

• Ideal candidate will have 2+ years of call center experience or 1+ year of remote technical support experience

• Ideal candidate will have experience using case logging software (i.e. Salesforce, Magic, Remedy, Heat, Service Now)

• Proven problem-solving and diagnostic skills – the ability to get to the root cause of an issue quickly and accurately

• Excellent verbal and written communication skills – the ability to elicit information tactfully and with patience

• Attention to detail to ensure accuracy and completeness of work.

• A collaborative nature – a willingness to share information and to be taught by others (process and technical skills)

• Positive, helpful, courteous customer service skills

• Computer technical proficiency

• Typing Skills

• Associates Degree (Bachelors preferred) or equivalent years of experience

• Restaurant experience is a plus

• Bi-Lingual in Spanish/French is a plus

Working Environment and Physical Conditions

Office with desk, phone, computer/laptop with network connections. You will work at Xenial’s office in Lansdale, PA 75 % and work remotely 25%, both based on supervisor discretion.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice based upon business needs.

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.

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.