Job Description
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.
