TECHNICAL ACCOUNT MANAGER

Company: Global Payments Inc.
Location: Plano
Posted on: October 29, 2024

Job Description:

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.
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
Our Active Network division is hiring! The Technical Account Manager is a technical expert who works collaboratively with Account Management and cross-functionally with Product and Development. Their goals are to drive performance and growth with the client, provide guidance on maximizing client experience with ACTIVE products, and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills. 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. Requirements:
  • 1-2 years Technical Support (Phone Support preferable) experience;
  • 2+ years Customer Service experience;
  • Two-year degree in Information Technology or related experience;
  • Additional Technology Certifications are preferred;
  • 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.
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Keywords: Global Payments Inc., Garland , TECHNICAL ACCOUNT MANAGER, IT / Software / Systems , Plano, Texas