Technical Support Engineer
| Company | Global Payments |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- High School Diploma or Equivalent
- Typically Minimum 4 Years Relevant Exp
- Help desk.
Responsibilities
- Troubleshoot and resolve technical support issues for MineralTree’s customers and bank partners
- Accurately document cases by describing successful resolution with customer comments and proper categorization of calls
- Work directly with our customers to provide regular updates regarding outstanding support tickets
- Escalate unresolved support cases to MineralTree’s Engineering team
- Work collaboratively with team members cross-functionally, such as engineering and customer success, communicating customer feedback
- Maintain and grow MineralTree’s knowledge database to ensure there is a future record of customer issues and ‘how to’ resolve these with step by step instructions
Preferred Qualifications
- Excellent communication skills with a passion for solving technical problems and delighting customers
- A willingness and desire to provide assistance to customers in a helpful, patient and respectful manner
- Ability to quickly learn new technologies and programs
- SQL experience
- Prior software support experience required
- Experience providing support via chat is a plus
- Knowledge of Linux is a plus
- Knowledge of Finance practices and/or payments a huge plus!