Client Support Helpdesk Analyst II or AboveTotal System Services, Inc. - Columbus, GA
Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are People-Centered Payments, and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.
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.
This is a shift position. You will be required to work three 12 hour shifts from 6 am -6 pm Wednesday, Thursday, & Friday with 1 Saturday per month.
Days will rotate throughout the year to include Sunday, Monday, & Tuesday instead of Wednesday, Thursday, & Friday schedule.
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?
High School Diploma or Equivalent
Typically Minimum 4 Years Relevant Exp
Help desk; POS Terminal experience
Computer science or technical field
Typically Minimum 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
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TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at 1.706.644.8747 or 1.877.644.8747 or email at [Click Here to Email Your Resumé].
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.
12 days 4 hours ago
applyClient Support Helpdesk Analyst II or Above Total System Services, Inc. - Columbus, GA, United States
The people of TSYS® believe we are part of something bigger. Each and every day, we have the opportunity to touch millions of people and businesses — both a tremendous honor and a huge responsibility. For each of life’s purchases, TSYS is behind the scenes making the process frictionless and safe.
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