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.
The primary purpose of the Real Time Dispatch Analyst is to support and process Real-Time programming and On-Site Service Dispatches for internal technicians and 3rd Party service vendors, contractors and customers. Provide Programming and Data Entry support to the Customer implementation Team.
What you will do :
Monitor RTD queues and email boxes ensuring:
Dispatch information and product requests are clearly defined
Dispatches are sent to appropriate servicers.
Dispatches are closed within 2 hours of technician completion or ship out.
Provide dispatch support for all required front end systems, e.g. GNAP and GSAP, for the Canadian business
Manage inventory levels and orders with vendors and internal technicians.
Enter and Report internal technician expenses and call closures into system.
Update Global Inventory systems accordingly from call to completion in real time
Assist clients with inventory inquiries, order management, ETA’s and escalations.
Effectively setup and maintain frontend accounts, e.g. Base24, TMS and others where warranted
Maintain proficiency in all processes and current knowledge of products, processes, procedures and guidelines. Identify and inform management of product, process, or system irritants, making recommendations for improvement or change.
Prioritize and control work volume to ensure effective productivity and service excellence, achieving a satisfactory number of orders per day to meet the Service Level Agreements
Maintain error free processing to ensure that the end product is delivered correctly the first time
Provide support for onsite techs such as 3rd Party technicians, GP Techs and FSR’s to complete program changes in real time.
Manage the ESA mailbox to ensure prompt response to meet predetermined SLA
Monitor vendor SLA’s ensuring 3rd Parties are meeting their time commitments and following up where SLA’s are being at risk of not meeting their time obligations
Maintain accurate daily and monthly stats for work processed
Provide Programing Support to the Customer Implementations Team, including but not limited to Base 24 and TMS
Provide Data Entry Support to the Customer Implementations Team, including but not limited to MOSS
Achieve performance standards as required by the position
Complete other tasks as assigned by Manager
What we are looking for:
Minimum of 3 years industry experience
Post-Secondary Education
Knowledge and ability to manage own time, stress, work-style and development
Superior interpersonal skills and the ability to establish and maintain excellent working relationships
Displays commitment to providing world class customer service even in stressful situations
Proven ability to juggle multiple priorities without sacrificing quality
Flexible/adaptive to changing processes/procedures as continuous improvement efforts are determined
Knowledge of Canadian Geography
Experience in the payment processing industry
Excellent punctuality and attendance
Fluent French language skills will be considered a strong asset
Able to work Monday-Sunday shifts between the hours of 8:00 a.m. and 8:00 p.m. EST, including holidays
The position listed in this requisition is ineligible for the referral bonus award program.
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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.