Technical Support Representative

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Overview

The Application Support Representative provides front-line and Level II assistance for Genius Back Office, Global Payments' proprietary restaurant operations platform. Genius Back Office delivers food, labor, and cash-control solutions for restaurant operators and integrates with many external systems such as food distributors, payroll systems, accounting solutions, and more.

In this role, you'll troubleshoot software and data issues, assist with installations and configuration, coordinate with product and vendor teams, and ensure each customer interaction reflects the highest standard of service. You will join a team that values high service standards, accountability, and collaboration in a fast-moving, customer-focused environment.

Key Responsibilities

• Provide 1st and 2nd-level support via phone, email, or chat for Genius Back Office.
• Diagnose, resolve, and document technical and functional issues within established SLAs.
• Record detailed case activity in Salesforce. Log product defects and enhancement requests in Jira or other systems.
• Collaborate with Product, Development, and Implementation teams to reproduce and resolve complex cases.
• Assist Sales with questions related to operation and functionality of Genius Back Office.
• Communicate technical information clearly to non-technical users, maintaining professionalism and empathy.
• Contribute to internal knowledge articles and process updates.
• Participate in team meetings, training, and departmental initiatives.
• Adhere to schedules, attendance, and company policies while supporting weekend/off-hours coverage as needed.
• Perform other duties or project work as assigned.

Other Duties

Please note this job description is not intended to contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice based upon business needs.

Required Qualifications

• Proven customer service orientation with the ability to stay calm and focused under pressure.
• Ability to manage multiple tasks/projects simultaneously and adjust as company or client priorities change.
• Restaurant experience with an understanding of multi-unit issues pertaining to day-to-day QSR operations (food, labor, and cash controls).
• Analytical and diagnostic ability to identify root causes and follow logical troubleshooting steps.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office / Google Workspace and comfort learning new applications.
• Typing speed 50 WPM.
• Associate degree or equivalent experience.

Preferred Qualifications

• Quick-Service Restaurant (QSR) management or multi-unit experience.
• Familiarity with POS systems (e.g., PAR, Oracle Simphony, Aloha).
• Experience with Salesforce CRM or other case-logging tools.
• Working knowledge of basic networking, SQL, or configuration principles.
• Bilingual in Spanish and/or French.

Work Environment

The Genius Support Center operates 7 days a week, 365 days a year. Schedules vary based on business needs; weekend availability (Sat or Sun) may be required. Minimal travel (< 10%) may occasionally be requested.

Equal Opportunity Statement

Global Payments Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other status protected by law. Applicants needing reasonable accommodation in the application or interview process should contact Human Resources.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.