Customer Support Account Maintenance Advocate

Company: Global Payments Inc. ( Learn More )

General Information
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Job Description


**Monday-Friday 12:30 p - 9:30 p**

Maintenance Advocates are responsible for the timely and accurate completion of maintenance items for existing merchant locations. Must have a detailed understanding of required documentation and an overall understanding of the regional maintenance processes in addition to the ability to work closely with sales to insure required documents are received. General communication with customers, both internal and external, via telephone, e-mail, fax or TBD is commonplace.

Job Details:

  • Review faxed documentation for accuracy to ensure all required information is included.
  • Perform accurate and timely completion of paperwork, communicating with sales as necessary.
  • Understanding of the following regional processes, including but not limited to:
  • Card add requests.
  • File Builds on all HPS supported equipment and software.
  • Close or reopen account requests
  • General Maintenance Items for example but not limited to address/phone number changes
  • Process and create point-of-sale setup based on equipment options, features and functions as indicated by maintenance request.
  • Stay abreast of all current of all procedures, policies and guidelines.
  • Assist Customer Advocates with questions related to maintenance requests.
  • Adhere to all HPS handbook policies, including attendance punctuality, PTO management, & time management.
  • Assist with maintaining the Public /Fax folders when needed.

    Additional Areas of Responsibility:

  • Assisting other departments as assigned by management.
  • Complete special projects as assigned by management.
  • Accountable for developing a basic knowledge of products, procedures and technologies.
  • Other job-related duties as assigned by direct supervisor. 

    Job Requirements:

  • Minimum of 1 year Customer Advocate – Phone Support experience
  • Have the ability to calmly articulate directions to various audiences, especially in emergency situations.
  • Must be Microsoft literate.

    Successful Candidacy:

  • Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Services image of HPS.
  • Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Heartland Payment Systems leadership team.
  • We are an EOE F/M/D/V. 

    Global Payments, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color creed, religion, sex, national origin, age, citizenship, disability, veteran status or any other protected status. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

    Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

    Job Requirements