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Product Support Specialist

4 months ago

Montréal, Canada Global Payments Canada Full time

Looking for a new challenge? Want to join a Fortune 500 company focused on technology and innovation? At Global Payments, you’ll have many opportunities for growth and development and we promise everyday will be an exciting challenge. Join a dynamic team

**What’s in it for you?**
- Salary range: $60,000 - $65,000
- Hybrid work
- Innovative and established industry
- Fast paced and challenging environment

Ready to make the move? You’re one step closer to a new exciting career - APPLY NOW

**Summary of the role**:
Global Payments is looking for a Product Support Specialist to join its team for a one year contract. The Product Support Specialist assists Merchants, Sales Teams, and POS Partners related to Global Payments POS software. This role is critical to the success of our POS Software business.

**What you will do**:

- Maintain regular communication with Technical Partners and the Sales Teams via exchange forums as well as individual direct contact to monitor level of satisfaction with the products.
- Work directly with merchants and technical partners, providing them with training and set up and installation support. Trainings may be conducted via webinars, or one-to-one
- Perform regular testing of the point of sale as new versions and features roll out
- Attend national trade shows, conferences and other marketing events (as required) to promote Global Payments Products to increase the company’s visibility within the industry.
- Escalation and assistance to upper management within ecosystem communication if level 1 or 2 support is unable to resolve the issue in a timely manner. Oversee the entire issue until it is resolved and make sure it is properly escalated internally. The ecosystem includes internal, end-user, vendors and anyone else involved or tied to the issue.
- Maintain product knowledge and sales materials within the internal / external facing websites
- Create and manage product videos and demo databases as needed for new releases and complex features. These resources make it easier to sell prospective clients and train existing clients as well as giving resources for interaction.
- Attend and participate in quarterly product panel discussion groups and follow-up on all outstanding issues and promises.
- Attend regular meetings with product specific support and programming departments to discuss latest escalations and new features as well as follow-up on outstanding issues.
- Facilitate the Beta and testing of POS hardware and software before commercial release including finding beta partners and clients to test with and report feedback to programmers, support and managers involved.
- Assist senior management and software developers to understand end-user and market requirements for future software development to ensure success.
- As needed, join meetings with vendors and industry partners to provide technical expertise and knowledge of their respective products.

**What we’re looking for**:

- Bachelor's degree (Finance, Business, Science, Engineering or Computing)
- 1-2 years of experience in POS product and technical support for deployment of POS Software solutions
- Must be Bilingual (French/English)
- Ability to communicate effectively and build rapport internally and externally
- Enjoy problem solving and being responsive to inquiries
- Extremely organized with professional follow-up habits
- Networking and Microsoft operating system knowledge
- Experience with G-Suite
- Hospitality / food service and Retail experience is desirable

**Who are we?**

Global Payments is a leader of the payment technology industry with over 24 000 employees worldwide. We pride ourselves on innovation and inclusion.

Our team is helping customers achieve amazing results. It’s our passion for success that has led to years of out-performing the competition. Join us and make your mark on the payments technology landscape of tomorrow.

We sincerely thank all applicants for their interest. We will only contact those selected for an interview.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: $60,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Paid time off
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- POS Products: 2 years (preferred)

**Language**:

- French (required)
- English (required)

Work Location: Hybrid remote in Montréal, QC