Technical Trainer, Ecom

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 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.

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.

• 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…