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Global Payments Inc. · 11 hours ago

Technical Account Manager

Dallas, TX

Full-time

Onsite

Entry, Mid Level

2+ years exp

Global Payments Inc. is a leading provider of innovative payment solutions, and their Active Network division is seeking a Technical Account Manager. This role involves collaborating with Account Management and cross-functional teams to drive client performance and ensure a stable product experience through problem-solving and effective communication.

AppsBankingCreditEnterpriseFinanceFinancial ServicesPayments

Responsibilities

Deliver solutions by identifying problems, researching answers, and guiding users through resolution steps

Educate clients and explain features and functionality of hardware products and software applications

Provide first and second tier telephone, email, and remote support to customers

Test and evaluate potential new hardware and software products or services including, but not limited to handheld/mobile devices, product updates, and updated industry security practices

Improve system performance by identifying issues and recommending changes

Continue product expertise by updating job knowledge, education training, and maintaining personal networks

Develop training materials and support documentation to improve the user experience

Perform a deep dive review of the client’s business systems requirements and understanding of relevant business operations

Provide direct, daily support to key clients by troubleshooting issues across applications, providing solutions to issues, answering questions (via email and phone)

Following up with internal departments regarding product issues, bugs, developments etc and feeding this information to both the client and AM

Report and manage any client impacting product escalations. Collaborate with product team to troubleshoot and effectively resolve with minimal impact to client and customers

Provide timely and ongoing communication to clients

Qualification

Technical SupportCustomer ServiceSystems DesignInformation Technology DegreeTechnology CertificationsProblem-Solving SkillsCommunication SkillsInterpersonal SkillsTeamworkSelf-Directed LearningWork Ethic

Required

1-2 years Technical Support (Phone Support preferable) experience

2+ years Customer Service experience

Two-year degree in Information Technology or related experience

Interprets and applies complex technical information

Knowledge of systems design and implementation in a database environment, communications networks, and technical and user-related aspects of a personal computer environment

Excellent problem-solving, communication and, interpersonal skills along with patience, a customer-friendly attitude, and the ability to work in a team environment

Ability to learn quickly in a self-directed environment with minimal supervision

Strong work ethic and high level of initiative and efficiency