Technical Support Representative Senior

Global Payment Holding Company’s Global Technical Service Center is hiring a Senior Technical Support Representative to help keep mission-critical systems running in a 24x7x365 production environment. This hybrid role is based in Cincinnati, OH with a defined schedule designed to support ongoing customer and production needs.

In this position, you will troubleshoot production-impacting issues, partner across teams, and help ensure client incidents move through to resolution. The work includes documentation and clear communication for both technical and nontechnical audiences.

What you’ll do

• Provide responsive customer support for production-impacting incidents in a 24x7x365 environment, with holiday coverage may be required.
• Use strong soft skills and targeted probing questions to troubleshoot and resolve issues for internal and external clients.
• Document and track client incidents in ServiceNow to support timely resolution.
• Explain complex technical concepts clearly through verbal and written communication for both technical and nontechnical audiences.
• Work as an active team member by building cross-functional relationships, communicating with clarity and empathy, sharing knowledge proactively, and contributing to a positive, inclusive culture.
• Give and receive feedback, align priorities with the team, and step in to help teammates meet deadlines and deliver high-quality results.

What you bring

• Experience using ServiceNow, Splunk, Mainframe applications, and MS Office 2003/2007/2010/2013.
• Ability and willingness to be a self-learner, flexibly interpreting and applying new knowledge.
• High school diploma or GED with relevant work experience, or a degree in a business-related field.
• Strong customer service skills supporting both internal and external users.

Technologies

• ServiceNow
• Splunk
• Mainframe applications
• MS Office 2003
• MS Office 2007
• MS Office 2010
• MS Office 2013

Schedule and work location

• Schedule: Sunday-Tuesday and every other Wednesday, 8am-8pm ET.
• Hybrid work location: Work 3 days per week at offices in Cincinnati, OH.

Visa sponsorship

This position is not eligible for visa sponsorship, now or in the future. Candidates must be a US Citizen or a valid Green Card Holder.

EEO information

• Global Payment Holding Company is an equal opportunity employer. Qualified applicants are evaluated without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.
• Reasonable accommodations will be provided for qualified disabilities during the hiring process and to perform essential job functions if hired.
• If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test.
• Washington Candidates: Click here for information on the Fair Chance Act.