Implementation Support Specialist

6 days ago

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Global Payments Inc.

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Payments • Ecommerce • Point of sale • Payment technology • Merchant services

10,000+

Description

• Provide remote hardware installation and setup, troubleshooting, and training. • Be the product expert on the Heartland POS platform. • Be a device expert - know our supported hardware devices. • Have a strong understanding of payment processing and POS interactions. • Correspond with clients through verbal, written and virtual avenues. • Contribute to continuous process improvements within the team. • Own customer relationships from close of sale through successful go live. • Enable customers to use the POS platform independently and efficiently. • Troubleshoot issues reported by customers and provide solutions. • Share customer feedback internally to surface requests and bugs. • Develop reusable materials to enhance the customer onboarding experience. • Mentor other Onboarding & Enablement team members. • Liaison with Hardware installation teams for positive customer experience.

Requirements

• 4+ years relevant work experience in a related role in a SaaS-driven environment (Customer Success/Support, Project Management, Product Training, etc.). • Prior onboarding experience in a retail, restaurant, or eCommerce environment a BIG plus. • A strong foundation in and passion for training & development, adult learning, and building process and curriculum. • Outstanding verbal and written communication skills. • Strong interpersonal skills and experience building relationships, both internal and external. • Motivated, proactive team player with innovative ideas to inspire customer onboarding & enablement programs. • Located and able to work in the US from a home office and able to travel as necessary (~25%). • Excellent computer and technical skills, including experience with tools like Salesforce, G-Suite, Slack, Basecamp, etc. • Understanding of basic networking devices (Switches, Routers, Modems, Firewalls) and services. • Basic understanding of LAN networking configuration/maintenance and the ability to troubleshoot networking issues.