Client Support Specialist I

Description

Summary of This Role

Provides help desk support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.

Job Specific Schedule

This hours for this role are 8 to 5 USA Eastern time.

Job Specific Responsibilities

You will be the first point of contact for all TSYS Team Member and Client issues. You will be responsible for triage, notification and escalation of these issues.

What Part Will You Play?

• Receives a diverse range of client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); reviews information to define issues and determines the ultimate impact. Documents and/ or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues. Facilitates appropriate resolution tasks to provide service or assistance required. Coordinates all relevant groups to initiate prompt issue resolution for High to Critical Impact issues (e.g., access failures, system availability, etc.).
• Provides level one/ two technical support and becomes knowledgeable of more difficult problems and solutions by assisting level three support personnel with issues related to desktop, Personal Computer, or merchant terminals; creates/ programs custom terminal files for merchants based on merchant system selection as directed. Assists with escalated issues requiring advanced/ expert knowledge and experience with appropriate products. Displays a thorough proficiency of company systems/ client operating systems to include company module/ system enhancements while facilitating external/ internal client meetings.
• Verifies systems during and after scheduled outages/ maintenance including ad-hoc validation and authorization of screens, web sites and other company managed data for clients. Monitors critical path processing to confirm that benchmarks are met and notifies clients on any missed deliverables. May communicate disaster recovery and system outages to the client.
• Occasionally directs and assists with orientation, training, and mentoring others as outlined by management.
  
  

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 1-4 Years Relevant Exp
• Help desk; POS Terminal experience
  
  

Preferred Qualifications

• Bachelor's Degree
• Computer science or technical field
• Typically Minimum 1-6 Years Relevant Exp
• Help desk; POS Terminal experience
  
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
• Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
• Supervision - Proposes methods and procedures on new assignments. May be informal team leader.
• Communication Skills - Excellent communication skills
• Problem Solving Skills - Must be able resolve merchant issues or coordinate issue resolution
• Analytical Skills - Must be able to analyze problem as it is described over the phone and determine best solution