CONTACT CENTER TECHNICAL AGENT III

Apply by eMail:15355432.185@jobfrenzy1.com

Description:
GENERAL FUNCTION: Provide all customers with courteous, accurate, timely, and efficient resolution through various methods of contact, which includes: inbound calls, e-mail requests, face-to-face service, and outbound calls. Customers may include but are not limited to merchants, financial institutions, relationship managers, sales representatives and peers. You will be expected to utilize resources to greet customers, identify their problem, provide solutions, provide additional product recommendations, fix the root cause of a problem, and escalate where appropriate and to track the work completed. Additionally you must act as a trusted advisor and FTPS product expert on behalf of both the customer and the bank by offering alternative solutions and additional products where appropriate with the objective of retaining and/or expanding customers' loyalty with expanded products. This position is responsible for troubleshooting and assisting with functionality of credit/debit/check equipment and its connectivity to our host. Troubleshooting may include the review of and customization of the download file, and terminal memory locations as well as an understanding of the merchant's connectivity environment. This may involve telecommunication and Internet troubleshooting, internal testing and problem replication. This position will be asked to research complex issues, handling supervisor calls and working with product and other groups to resolve technical issues and/or certify, test and implement new products. DUTIES AND RESPONSIBILITIES: The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following: * Technical Support II primary area of focus is to work the file customization queue, directly supporting sales representatives, RM's and agent banks in the internal support pod and representing the department as a franchise pod expert. This includes in depth knowledge of Internet and overall networking connectivity in order to assist merchants processing credit cards via the Internet. Problems may be urgent in nature, whereby a location or multiple store locations cannot process credit card transactions. * Technical Support (Backup) receives inbound calls that consist of; providing technical troubleshooting of credit card terminals, software, the front-end host, back-end settlement system, downloads file configurations, customer location, telephone connection between the terminals or software and the front end host and/or download system. Problems may be urgent in nature, whereby a location or multiple store locations cannot process credit card transactions. * Problem Resolution and Escalation Team (backup) will occasionally assist with inbound calls in all skill groups; they will handle escalated issues, floor walking and showing others how to resolve difficult contacts. Problems may be urgent in nature, whereby a location or multiple store locations cannot process credit card transactions. * Installation Team (back up) assists with Customer Training, file configuration and customization, reprogramming and programming/downloading. * Customer Support and/or Financial Institution (Backup) receive calls from customers to fulfill; supply order entries, account set up, contract maintenance, statements, billing invoices, funding, chargeback investigations Fifth Third Direct and other customer inquiries as assigned. Funding issues may be urgent in nature and have high impact on the customer's ability to meet payroll and/or ability to continue doing business. * The majority of a CCTA IIIs time will be spent in the, Technical Support I, II and Problem Resolution team skill pools in addition to attending meetings related to customer/product implementations. SUPERVISORY RESPONSIBILITIES: None

Requirements:
KNOWLEDGE and SKILLS REQUIRED: * High School Degree or equivalent. * Minimum 3-8 months experience in the FTPS Contact Center (Technical Support II) or equivalent experience in the industry. This is a career path from the CCCTA II Position. (Candidates with technical or industry experience may be hired from external sources). * Business and technical communication skills. * Excellent team building and organizational skills. * Ability to work in a fast paced environment with interruptions and unplanned network failures. * PC experience in Microsoft Office Suite.

Education: Not Specified

Experience: Not Specified

Travel: None

Apply by eMail:15355432.185@jobfrenzy1.com

Job Created: Tue Nov 03 2009 04:27:23 AM
Last Modified: Tue Nov 03 2009 04:27:23 AM