Summary:TouchNet, a Global Payments Company, is seeking a Product Support Specialist to join our team in our Chattanooga, TN office location. In this role, our ideal candidate will work with our clients to resolve hardware / software issues.
Monitor and grab tickets from the New Ticket Queue. No tickets should be left in the New Ticket Queue at the end of the workday.
Ticket quotas are a minimum and will be determined based on need. It is expected that all new tickets get grabbed and worked, regardless of whether quotas are already met.
Part of support queue. Responsible for answering calls/responding to voice mails left. If voicemails cannot be responded to, a ticket will be created and worked for the client.
Techs may travel for new installs, existing clients that need onsite troubleshooting, training, and/or updates.
The on call schedule is on a rotating schedule provided at the beginning of each year or at the time of hire. After hours support is for mission critical, production down situations, or while onsite.
Determines requirements by working with clients. Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring alternative solutions.
1 - 3 years experience in a technical support / help desk environment supporting clients via phone, email, and remotely.
Strong customer service skills
Strong application troubleshooting background
Clear written, oral, and in person communication skills
Valid Passport or the ability to acquire one promptly
Ability to travel within the US and Canada
High School Diploma or equivalent (GED)
Database administration experience
Experience with SalesForce and JIRA software platforms
College Degree and/or relevant certifications
TouchNet, a Global Payments Company, is a pioneer in delivering innovative commerce solutions to Higher Education. Since 1989, colleges and universities have relied on TouchNet to unify and secure transactions everywhere money moves on campus. Today, TouchNet U.Commerce is the premier commerce management system for Higher Education. TouchNet solutions help institutions run campus business better by providing greater control over transactions, costs, compliance, and financial operations.
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.