Campus Pride Jobs

Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It is simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one. We are looking for a Global Technical Service Center (GTSC) Supervisor to join our ever-evolving Service Delivery leadership team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About the team The GTSC is a globally diverse delivery team that services our merchants on multiple platforms and with many IT services. We are the first contact point for global enterprise merchants and serve as the major incident management function. We are also the escalation point for internal teams that need a coordinated incident response for IT services. What you'll own A Global Technical Service Center (GTSC) Supervisor oversees technical support teams within an organization's service center, ensuring the delivery of high-quality support and services to customers or internal teams. Their role often includes managing service delivery processes, troubleshooting escalated issues, and maintaining a high level of customer satisfaction. Below is a general description of the responsibilities and qualifications for this role: Team Management & Leadership: Supervise a team of technical support engineers. Ensure team adherence to service level agreements (SLAs) and key performance indicators (KPIs). Provide coaching, mentoring, and professional development to team members. Handle performance reviews, recruitment, and training for the team. Technical Support: Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support teams. Collaborate with other departments, such as R&D, engineering, and product management, to resolve technical issues. Ensure knowledge base is up to date with solutions, FAQs, and technical documentation. Service Delivery & Improvement: Oversee service center operations, including resource allocation, incident management, and ticketing systems. Analyze support metrics to identify trends and areas for improvement in processes and performance. Drive continuous improvement initiatives for service quality and efficiency. Ensure the team is equipped with the tools, processes, and knowledge necessary to deliver effective support. Customer Relationship Management: Maintain effective communication with customers, ensuring issues are addressed promptly and satisfactorily. Regularly review customer feedback and initiate actions to improve service levels. Represent the GTSC in meetings with key clients and stakeholders. Compliance and Reporting: Ensure compliance with organizational policies, including security protocols and data protection regulations. Prepare and present reports on performance metrics, incident resolution rates, and customer satisfaction levels. Cross-Functional Collaboration: Work closely with global teams to align strategies, tools, and best practices for service delivery. Collaborate with IT and other support functions to improve technical infra