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- Tasks: Train and support teams in delivering top-notch customer service for Ecommerce solutions.
- Company: Join Global Payments Inc., a leader in the fintech space.
- Benefits: Competitive salary, travel opportunities, and a chance to shape customer experiences.
- Why this job: Be a key player in enhancing customer support and making a real impact.
- Qualifications: Degree in IT or related field; experience in technical training or support.
- Other info: Dynamic role with opportunities for growth and collaboration across regions.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Technical Trainer, Ecom Support role at Global Payments Inc.
Here is an outline of the primary purpose of this role:
PURPOSE
The primary purpose of this role is to provide operational support to multiple teams who are primarily offering customer support to our suite of Ecommerce solutions. You will require an expert understanding of Global Payments Ecommerce products and technologies and an appreciation of how they fit in with the wider payments ecosystem. You will be responsible for ensuring that the support methodology that our new teams develop is in line with our current practices and that all teams are working towards the same goal of providing first class customer experiences.
DESCRIPTION
Your duties will include carrying out training sessions for new and existing customer support personnel of varying levels of ability and knowledge, including in support of our new hire boarding processes; preparing relevant training material to support those sessions; maintaining our documentation and ensuring that updates are regularly made so our internal resources are always accurate; being involved in discussions about roll out plans to future regions; understand regional challenges that arise so that you can provide feedback to assist resolving them; planning, preparing and coordinating other people or teams who may need to host training sessions or prepare documentation.
This role is extremely varied and will require some elements of travel to support new regions during the phases of their go live planning, and subsequently post launch to ensure that our expected approach to support has been implemented successfully and to make suggestions on improvements. You will be regarded as the voice of the UK&I team and given authority to discuss matters on behalf of the Ecom I&DS Leadership Team.
RESPONSIBILITIES
- Our culture is all about empowering people; you’ll be one of our subject matter experts, providing advice, coaching and mentoring to both our existing I&DS support specialists and to new team members as they embark on their GP Ecom/GP API career path.
- You will be required to plan and host training sessions for other teams around both the EU and further afield, as needed. In addition there will be periodic requirements to attend remote or onsite workshops, meetings and project reviews, post go live mentoring sessions, etc. Being visible and approachable will be key to your success in this role.
- You will be the custodian of our Support “manual” and training library, this means you will maintain responsibility for ensuring that the resources we provide to regional teams are up to date, accurate and in a format that allows teams in other languages to make best use of the content.
- It will be of utmost importance that you can successfully build a support network around you to enable you to fully deliver on all expectations. In addition, having good working relationships with other areas of the business will be hugely beneficial.
- We are continually improving and evolving how we provide our customers with first class service and you will work in collaboration with our Customer Support and Product teams to drive supportability and support readiness (training, knowledge, documentation).
- This role is all about being proactive; you will be continually looking for opportunities to improve our knowledge and skills, our processes, systems and tools.
- Consistency of support is a key factor and we want all teams in all regions to follow a known set of processes aimed at delivering quality, reliable, fast support to any customer in any region.
- We use a number of applications for merchant configuration and for diagnosis and troubleshooting. You will be a key member of the team making sure people know how to use them and that they continue to be fit for purpose in the work that we do.
- Providing feedback to the business about issues with our tools, applications or processes will be essential as you will likely be someone that will have a birds eye view of everything that is happening across multiple regions.
COMPETENCIES
- Confident with designing training packs for multi regional consumption.
- Clear communicator with excellent written, verbal and listening skills.
- Demonstrated experience coaching peers and less experienced team members.
- Eager to develop and enhance our internal knowledge bases and ensure that we maintain a very standard of accuracy.
- Ability to collaborate cross-functionally to understand business requirements and translate them to effective action plans.
- Be able to confidently deliver project updates to a wide range of stakeholders.
- Have experience of delivering excellent customer service.
- The ability to maintain and build relationships both internally and externally.
- Have a keen eye for detail and be able to break down the full scope of a project into smaller manageable component parts.
- Capable of managing multiple projects and/or project tasks simultaneously, set priorities and adapt to changing conditions.
- Maintain an understanding of the changing business environment and how that could impact delivery timescales.
- In-depth knowledge of eCom and digital payments products and platforms, and how this fits into the wider payments ecosystem.
QUALIFICATIONS / REQUIREMENTS
- A degree in IT, Computer Science or L&D with a focus on technical/software training.
- Previous work experience in a technical training or coaching capacity, particularly SaaS or Fintech.
- Preferably prior experience working in customer/technical support in a SaaS environment.
- Experience of planning and delivering training sessions to audiences of varying abilities.
- Excellent written communication skills to ensure that all documentation is consistent and easily digestible.
- In-depth knowledge of eCommerce Solutions and business operations.
- Good knowledge of real world use cases of web and application technologies and frameworks including HTTP, HTML, CSS, JSON, etc is preferable.
- Have a valid passport and be able to travel to other countries.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Financial Services and IT Services and IT Consulting
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Technical Trainer, Ecom Support employer: Global Payments Inc.
Contact Detail:
Global Payments Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Trainer, Ecom Support
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more people you know, the better your chances of landing that Technical Trainer gig.
✨Tip Number 2
Show off your skills! Prepare a mini training session or presentation about a relevant topic in eCommerce solutions. This will not only demonstrate your expertise but also give you a chance to shine during interviews.
✨Tip Number 3
Be proactive! Research Global Payments Inc. and their eCommerce products thoroughly. Bring insightful questions and suggestions to your interviews to show you're genuinely interested and ready to contribute.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and ready to dive into the world of eCommerce support.
We think you need these skills to ace Technical Trainer, Ecom Support
Some tips for your application 🫡
Know Your Stuff: Make sure you have a solid understanding of eCommerce solutions and the tech behind them. This role is all about being the go-to expert, so show us you know your stuff in your application!
Tailor Your Application: Don’t just send a generic CV and cover letter. Tailor your application to highlight your experience in technical training and customer support. We want to see how your skills fit perfectly with what we’re looking for.
Show Off Your Communication Skills: Since this role involves training and mentoring, it’s crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to reflect this.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Global Payments Inc.
✨Know Your Ecom Stuff
Make sure you brush up on Global Payments' Ecommerce products and technologies. Understand how they fit into the wider payments ecosystem. Being able to discuss these topics confidently will show that you're not just familiar with the role but genuinely interested in it.
✨Prepare Training Materials
Since you'll be responsible for training sessions, think about how you would prepare relevant training materials. Bring examples or ideas to the interview that demonstrate your ability to create engaging content for different audiences. This will highlight your proactive approach and creativity.
✨Show Your Coaching Skills
Be ready to share examples of how you've coached or mentored others in the past. Highlight your experience in delivering excellent customer service and how you’ve helped team members improve their skills. This will showcase your ability to empower others, which is key for this role.
✨Build Relationships
Discuss how you plan to build a support network within the company. Mention any strategies you have for collaborating cross-functionally and maintaining good working relationships. This will demonstrate your understanding of the importance of teamwork in achieving first-class customer experiences.
