Support Specialist

Role Overview

Support Specialist at TSYS (Global Payments), providing technical support to customers of Como, a Data Driven Customer Engagement & Loyalty Solutions platform for F&B and Retail businesses.

Company Overview

Global Payments makes payment solutions possible for millions of people, serving over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders worldwide. Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions, offering a turnkey all-in-one SaaS platform with full CRM, actionable data, loyalty and promotion engine, marketing automation, omni-channel communication, AI campaigns, and branded mobile apps.

Role Purpose

Deliver excellent technical support to customers using Como's SaaS platform, diagnosing and resolving technical issues promptly while guiding customers through effective product usage and contributing to continuous improvement of support processes.

Key Responsibilities

Customer Support Delivery

• Provide prompt and effective support to customers.
• Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
• Respond to customer queries promptly and effectively.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the support received.

Product & Customer Knowledge

• Maintain a deep understanding of the SaaS platform, including features, functionalities, and updates.
• Guide and train customers on how to use the product effectively.

Process & Collaboration

• Gather and report customer feedback to help improve the product and support processes.
• Escalate complex or unresolved issues to higher-level support or development teams as necessary.
• Contribute to the development and improvement of support processes and documentation.
• Work closely with other teams, such as Customer Success, Product Development, and Sales, to ensure a seamless customer experience.

Qualifications & Experience

• BS degree in Information Technology, Computer Science or equivalent.
• 1–3 years of experience as a technical Support Specialist or similar customer support role, ideally in a software as a service (SaaS) or cloud applications environment.
• Knowledge of operating systems, web services and API.
• Ability to troubleshoot complex software issues.

Skills & Competencies

• Excellent problem-solving skills and multi-tasking abilities.
• Detail-oriented, analytical, and creative thinker.
• Proficiency in English with strong written and verbal communication skills.
• Ability to work with cutting-edge technology and assimilate information rapidly.
• Reliable, organized, detail-oriented, independent, and self-motivated.
• Previous experience with tools such as Postman, Kibana or similar is a plus.
• Basic coding abilities are a great advantage.
• Knowledge of the F&B and Retail industries and of customer engagement/loyalty solutions is a great advantage.

Additional Information

Work Schedule

Work timings are 3:30 PM to 1:00 AM.

Benefits

• Tier 1 medical insurance for team member and dependents upon joining, including dental and optical.
• 25 days annual holiday.
• Competitive salary.
• Positive, productive, and energetic work environment.
• Global career progression opportunities.
• Wellbeing initiatives, regular social events and charitable initiatives to give back to the community.
• Office with amazing views on JLT park, lake and Dubai Marina.
• Exciting team-building activities.

Equal Opportunity

Global Payments Inc. is an equal opportunity employer and 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.