Technical Support Rep (Merchant Services)
Company: Bank of America
Location: Phoenix
Posted on: August 7, 2022
|
|
Job Description:
Technical Support Rep (Merchant Services)Addison;Phoenix,
Arizona**Job Description:**We're looking for the next generation of
**Sr Customer Services Reps to support our Merchant Services
Technical Help Desk** - those with a passion for growing a
long-term career, building relationships and working with a team of
client professionals in one of our Merchant Services centers. The
Sr Customer Service role is meant for those looking to make a real
impact and build a career in financial services. The role is ideal
for those with a passion for assisting clients in support of
hardware/software, troubleshooting inquiries, and problem
resolution via various contacts methods: telephone, email, chat, or
fax. The Sr Customer Service Reps have a passion for delivering a
personalized and caring experience - they anticipate and resolve
client concerns with the goal of exceeding expectations, no matter
how large or small the request. Those in the Sr Customer Service
role are experts who care for clients in Merchant Services.The Sr
Customer Service Rep will be responsible for assisting clients with
technical support of merchant processing hardware/software,
troubleshooting inquiries, and problem resolution via various
contacts methods: telephone, email, chat, or fax. Success in the
role will require the ability to rapidly diagnose customer issues,
problem solve with urgency, and know when to escalate to a more
senior team member in order to ensure efficient resolution whilst
delivering a great overall support experience.**We'll help you**---
**Build a successful career** at Bank of America through
world-class training and on-boarding programs that set you up for
success.--- **Grow in your current role** through one-on-one
coaching from managers who are invested in your success and
training programs that help you excel, build new skills or take on
additional responsibility. You'll receive in depth classroom
training, small group sessions including live demonstrations and
continued on the job training and coaching.--- **Continuously learn
and advance your career goals** through intentional career paths
with progression opportunities to the next best role.--- **Provide
clients with a personalized rewarding experience** that starts with
answering clients' questions as well as understanding each client's
unique needs.--- **Use resources and innovative technology** to
optimize the client experience and inform and educate clients on
how to conduct simple transactions through our mobile application
and online banking.--- **Process transactions accurately and
efficiently** to build client confidence and trust, based on
established policies and procedures.--- **Be the advocate for
clients** by taking ownership, acting with empathy and connecting
clients to solutions that meet their financial goals.**As a Sr
Customer Representative, you can look forward to**--- Working in a
professional, fast-paced environment that requires accuracy,
multi-tasking, and clearly communicating resolutions in an
efficient manner.--- Meeting clients in the moments that matter to
fully understand the need and fully resolve their situation the
first time.--- Understanding how clients engage with us via
technology--- Navigating multiple computer applications while
interacting with the client.--- Listening to, understanding and
providing solutions for our clients' needs.--- Benefits programs
designed to meet the diverse needs of our employees at every stage
of their life and help them plan for tomorrow, including tuition,
child care reimbursement and employee discount programs.--- Ongoing
professional development to deepen your skills and optimize your
expertise as the industry evolves and changes.--- An opportunity to
learn in detail about the consumer business setting an important
foundation for a career.--- Resources and dedicated support to help
you reach your full potential throughout your career.---
Progressive workplace practices and initiatives that promote
inclusion.**We're a culture that**--- Believes in responsible
growth and has a proven dedication to supporting the communities we
serve.--- Provides continuous training and developmental
opportunities to help employees achieve their goals, whatever their
background or experience.--- Believes diversity makes us stronger
so we can reflect, connect to and meet the diverse needs of our
clients around the world.--- Is committed to advancing our tools,
technology, and ways of working. We always put our clients first to
meet their evolving needs.**Required Skills**---Positive outlook
and keen to learn and develop their skills while contributing to a
high performing and enthusiastic team---1+ years experiencein an
inbound call center environment and/or a strong technical
troubleshooting background.---1-2years of experience in Credit
Card/Merchant Services industry experience preferred, or---1-2years
of experience troubleshooting Hardware or Software
applications---Excellentinterpersonal, written, and oral
communication skills.---Strongtechnical troubleshooting Help Desk
experience in a hardware and/or software environment---Abilityto
collaborate with internal and external partners to resolve complex
customer escalations---Abilityto solve complex problems through
root cause analysis, management by fact and collaboration across a
wide population.---Abilityto express ideas in a clear and concise
manner---Strongconsensus building ability with effective conflict
resolution and negotiation skills---Abilityto meet productivity and
performancegoals---Hasa commitment to excellent attendance with
proven reliability and can adhere to the agreed upon
workschedule.---Hasthe ability to engage with clients - begin a
conversation, anticipate what questions a client will have,
actively share information using plain language, build rapport, and
handleobjections.Has the ability to learn and adapt to new
information and technology platforms.**Job Band:**H6**Shift:**1st
shift (United States of America)**Hours Per Week:**40**Weekly
Schedule:****Referral Bonus Amount:**300**Job Description:**We're
looking for the next generation of **Sr Customer Services Reps to
support our Merchant Services Technical Help Desk** - those with a
passion for growing a long-term career, building relationships and
working with a team of client professionals in one of our Merchant
Services centers. The Sr Customer Service role is meant for those
looking to make a real impact and build a career in financial
services. The role is ideal for those with a passion for assisting
clients in support of hardware/software, troubleshooting inquiries,
and problem resolution via various contacts methods: telephone,
email, chat, or fax. The Sr Customer Service Reps have a passion
for delivering a personalized and caring experience - they
anticipate and resolve client concerns with the goal of exceeding
expectations, no matter how large or small the request. Those in
the Sr Customer Service role are experts who care for clients in
Merchant Services.The Sr Customer Service Rep will be responsible
for assisting clients with technical support of merchant processing
hardware/software, troubleshooting inquiries, and problem
resolution via various contacts methods: telephone, email, chat, or
fax. Success in the role will require the ability to rapidly
diagnose customer issues, problem solve with urgency, and know when
to escalate to a more senior team member in order to ensure
efficient resolution whilst delivering a great overall support
experience.**We'll help you**--- **Build a successful career** at
Bank of America through world-class training and on-boarding
programs that set you up for success.--- **Grow in your current
role** through one-on-one coaching from managers who are invested
in your success and training programs that help you excel, build
new skills or take on additional responsibility. You'll receive in
depth classroom training, small group sessions including live
demonstrations and continued on the job training and coaching.---
**Continuously learn and advance your career goals** through
intentional career paths with progression opportunities to the next
best role.--- **Provide clients with a personalized rewarding
experience** that starts with answering clients' questions as well
as understanding each client's unique needs.--- **Use resources and
innovative technology** to optimize the client experience and
inform and educate clients on how to conduct simple transactions
through our mobile application and online banking.--- **Process
transactions accurately and efficiently** to build client
confidence and trust, based on established policies and
procedures.--- **Be the advocate for clients** by taking ownership,
acting with empathy and connecting clients to solutions that meet
their financial goals.**As a Sr Customer Representative, you can
look forward to**--- Working in a professional, fast-paced
environment that requires accuracy, multi-tasking, and clearly
communicating resolutions in an efficient manner.--- Meeting
clients in the moments that matter to fully understand the need and
fully resolve their situation the first time.--- Understanding how
clients engage with us via technology--- Navigating multiple
computer applications while interacting with the client.---
Listening to, understanding and providing solutions for our
clients' needs.--- Benefits programs designed to meet the diverse
needs of our employees at every stage of their life and help them
plan for tomorrow, including tuition, child care reimbursement and
employee discount programs.--- Ongoing professional development to
deepen your skills and optimize your expertise as the industry
evolves and changes.--- An opportunity to learn in detail about the
consumer business setting an important foundation for a career.---
Resources and dedicated support to help you reach your full
potential throughout your career.--- Progressive workplace
practices and initiatives that promote inclusion.**We're a culture
that**--- Believes in responsible growth and has a proven
dedication to supporting the communities we serve.--- Provides
continuous training and developmental opportunities to help
employees achieve their goals, whatever their background or
experience.--- Believes diversity makes us stronger so we can
reflect, connect to and meet the diverse needs of our clients
around the world.--- Is committed to advancing our tools,
technology, and ways of working. We always put our clients first to
meet their evolving needs.**Required Skills**---Positive outlook
and keen to learn and develop their skills while contributing to a
high performing and enthusiastic team---1+ years experiencein an
inbound call center environment and/or a strong technical
troubleshooting background.---1-2years of experience in Credit
Card/Merchant Services industry experience preferred, or---1-2years
of experience troubleshooting Hardware or Software
applications---Excellentinterpersonal, written, and oral
communication skills.---Strongtechnical troubleshooting Help Desk
experience in a hardware and/or software environment---Abilityto
collaborate with internal and external partners to resolve complex
customer escalations---Abilityto solve complex problems through
root cause analysis, management by fact and collaboration across a
wide population.---Abilityto express ideas in a clear and concise
manner---Strongconsensus building ability with effective conflict
resolution and negotiation skills---Abilityto meet productivity and
performancegoals---Hasa commitment to excellent attendance with
proven reliability and can adhere to the agreed upon
workschedule.---Hasthe ability to engage with clients - begin a
conversation, anticipate what questions a client will have,
actively share information using plain language, build rapport, and
handleobjections.Has the ability to learn and adapt to new
information and technology platforms.**Shift:**1st shift (United
States of America)**Hours Per Week:**40Learn more about this
roleFull timeJR-22067417Band: H6Manages People: NoTravel:
NoManager:Talent Acquisition Contact:Christina Rivera-Saucedo
[C]Referral Bonus:300Bank of America and its affiliates consider
for employment and hire qualified candidates without regard to
race, religious creed, religion, color, sex, sexual orientation,
genetic information, gender, gender identity, gender expression,
age, national origin, ancestry, citizenship, protected veteran or
disability status or any factor prohibited by law, and as such
affirms in policy and practice to support and promote the concept
of equal employment opportunity and affirmative action, in
accordance with all applicable federal, state, provincial and
municipal laws. The company also prohibits discrimination on other
bases such as medical condition, marital status or any other factor
that is irrelevant to the performance of our teammates.To view the
"EEO is the Law" poster, CLICK HERE
(https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf)
.To view the "EEO is the Law" Supplement, CLICK HERE
(https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf)
.Bank of America aims to create a workplace free from the dangers
and resulting consequences of illegal and illicit drug use and
alcohol abuse. Our Drug-Free Workplace and Alcohol Policy
("Policy") establishes requirements to prevent the presence or use
of illegal or illicit drugs or unauthorized alcohol on Bank of
America premises and to provide a safe work environment.To view
Bank of America's Drug-free workplace and alcohol policy, CLICK
HERE .
Keywords: Bank of America, Phoenix , Technical Support Rep (Merchant Services), IT / Software / Systems , Phoenix, Arizona
Click
here to apply!
|