Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.
Essential Duties- Utilize functional expertise of each speciality product/integration to triage Level 2 escalations
- Understand the interlinking and interdependence of all products/integrations and have a holistic view of our clients' solutions to provide timely troubleshooting and resolution to issues
- Meet Service Level Agreement timelines for ticket resolution
- Partnering with assigned Payroll, Implementation Specialists and Sales Representatives to provide seamless service levels to clients
- Provide training to front line employees when necessary to better support our clients
- Provide training to clients on product/integration features when deemed necessary
- Becoming client facing when deemed necessary
- Utilize formal ticketing system to complete work and providing required updates to properly service and follow-up with clients
- Attend ongoing trainings as assigned by department management
- Meet productivity expectations as outline by management
- Stay abreast of Heartland system enhancements and product releases
- Other duties as assigned
Qualifications- Basic knowledge of the Heartland payroll system
- Adhering to Global Payments data security policies
- Ability to work independently with excellent time management skills
- Troubleshooting and problem solving skills
- Customer service oriented
- Excellent communication skills (phone and written)
- Detail oriented with strong organizational skills
- Ability to multitask
- Working knowledge of basic office technology, including G-Suite tools
- Bachelor's Degree or equivalent work experience (1-2 years payroll or product related experience)
- Average time in role 2 years
Heartland is an equal opportunity employer. Heartland, a Global Payments Company, 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.