Contact Center Technical Agent I

Apply by eMail:15356115.185@jobfrenzy1.com

Description:
GENERAL FUNCTION: Provide courteous, timely, accurate and efficient issue resolution to internal and external customers in answering inquiries and solving problems related to equipment and processes related to electronic transaction processing. Among other things you will be expected to handle calls related to installing and training a merchant on how to use their credit/debit/check/gift card machine, completing entry level troubleshooting and assisting with functionality customization and dial connectivity to our host. Troubleshooting may include the review of and customization of the download file (masterfile), and specific terminal memory locations as well as an understanding of the merchant's connectivity environment (Pabx, rollover, fax, digital and/or analog phone system) and how to enable their terminal to connect to our host and function as desired. This may involve telecommunication troubleshooting, internal testing and problem replication. Customers may include but are not limited to merchants, financial institutions, relationship managers, sales representatives and peers. You will be expected to utilize multiple resources to implement solutions, 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 (Cross-sales). 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 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. * Installation Team assists with Customer Training, file configuration and customization, reprogramming and programming/downloading. * Customer Support and/or Financial Institution (back up) 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. * Authorizations (backup) - receive calls from merchants to fulfill authorizations requests, international referrals, and code 10s and address verification requests. * The majority of a CCTA I time will be spent in the Customer Support, Installation Team and Technical Support skill pools. There are several technical support skills, a CCTAI is not an expert in these skills, and they are recently trained within the past 6 months and have a limited understanding of one or several of the skills. o Limited is defined as knowing some information about Central Merchant Support and Retention Support areas; however the agent is not proficient in all of the subject matter aspects. o Advanced/Proficient is defined as at least performing at an average productivity range with at least a 95% monthly quality score within the specific skill group. SUPERVISORY RESPONSIBILITIES: None

Requirements:
KNOWLEDGE and SKILLS REQUIRED: * High School Degree or equivalent. * Minimum 3-8 months experience in the FTPS Contact Center or equivalent experience in the industry. This is a career path from the CCCSA I Position. (Candidates with technical or industry experience may be hired from external sources). * 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:15356115.185@jobfrenzy1.com

Job Created: Wed Nov 04 2009 04:28:49 AM
Last Modified: Wed Nov 04 2009 04:28:49 AM