Job Description

Job Title: Project Support Associate/Technical Support Associate

Location: Onsite – Jeffersonville, IN - Hybrid

Duration: 12-month contract

Shift: Wednesday–Saturday, 8:00 AM – 7:00 PM EST

About the Role

As a Project Support Associate/Technical Support Associate, you’ll provide operational and technical support for Product Operations programs and products. You’ll work closely with merchants, Relationship Managers, internal teams, and third-party partners to ensure smooth account setup, issue resolution, and product installations. This role is ideal for someone who thrives in a fast-paced environment and enjoys problem-solving.

Responsibilities

• Resolve end-user issues related to hardware, software, and networking in a customer service call center environment.
• Respond to support requests via phone, email, and online chat.
• Accurately enter merchant information into internal systems using proprietary tools.
• Schedule and complete installations of Global Payments products.
• Stay up to date on product features, equipment options, and vendor specifications.
• Meet or exceed departmental goals for productivity, quality, and attendance.
• Communicate fulfillment updates through meetings and written reports across multiple teams (product, development, sales, merchants).
• Provide Tier 2 support for products released to Customer Service.
• Perform additional duties as assigned based on business needs.

Minimum Qualifications

• High school diploma or equivalent.
• At least 1 year of experience providing technical support to end users.
• Strong knowledge of Microsoft Office and Google Workspace (G-Suite).
• Ability to type at least 40 WPM.
• Excellent written and verbal communication skills.
• Strong problem-solving skills and attention to detail.

Preferred Qualifications

• Familiarity with the Bankcard Industry and payment processing.
• Ability to work independently and under pressure to meet deadlines.
• Knowledge of company policies, procedures, and products (or ability to learn quickly).

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