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Sr Customer Service Rep II (Activation and Training)Merchant Services

Newark, Delaware;

Job Description:

Line of Business Role Description

Training and Activation Representatives will be responsible for assisting clients with activation and training 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.  Successful candidates will have a positive outlook and be keen to learn and develop their skills while they contribute to a high performing and enthusiastic team

Key Responsibilities:

Be an integral part of a team of Activation and Training Specialists in a call center environment who remotely work with customers over the phone to train on various types of in-store technology and related hardware. These include:
Point-of-Sale setup and functionality; credit card terminal processing and POS integration; Wi-Fi connectivity; hardware and software issues; secured networks; Bluetooth devices and cabled printers; with knowledge around Apple app store (iOS) and GooglePlay (Android) navigation and download
Follow standard procedures for the proper escalation of unresolved issues to appropriate internal teams
Troubleshoot network issues regarding credit card terminal or processing app connectivity
Working knowledge of software to answer “How To” questions about certain supported hardware and processing software
Schedule appointments for terminal activation and support issues
Flexibility to work specified shifts and extended hours as necessary
Employs a consultative approach, provides assessment of client learning needs.
Required Skills:
3-5 years of experience in Credit Card/Merchant Services industry experience preferred
Experience  in operations roles in a call center
Excellent interpersonal, written, and oral communication skills.
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.
Ability to express ideas in a clear and concise manner
Excellent presentation skills (building and delivering)
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to take initiative and effect change

Proficient with:

Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project
Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc.

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Role Description

Training and Activation Representatives will be responsible for assisting clients with activation and training 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.  Successful candidates will have a positive outlook and be keen to learn and develop their skills while they contribute to a high performing and enthusiastic team

Key Responsibilities:

Be an integral part of a team of Activation and Training Specialists in a call center environment who remotely work with customers over the phone to train on various types of in-store technology and related hardware. These include:
Point-of-Sale setup and functionality; credit card terminal processing and POS integration; Wi-Fi connectivity; hardware and software issues; secured networks; Bluetooth devices and cabled printers; with knowledge around Apple app store (iOS) and GooglePlay (Android) navigation and download
Follow standard procedures for the proper escalation of unresolved issues to appropriate internal teams
Troubleshoot network issues regarding credit card terminal or processing app connectivity
Working knowledge of software to answer “How To” questions about certain supported hardware and processing software
Schedule appointments for terminal activation and support issues
Flexibility to work specified shifts and extended hours as necessary
Employs a consultative approach, provides assessment of client learning needs.
Required Skills:
3-5 years of experience in Credit Card/Merchant Services industry experience preferred
Experience  in operations roles in a call center
Excellent interpersonal, written, and oral communication skills.
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.
Ability to express ideas in a clear and concise manner
Excellent presentation skills (building and delivering)
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to take initiative and effect change

Proficient with:

Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project
Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21041977

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0