Technical Support Rep (Merchant Services)

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This Tech Support Rep is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their merchant products and solutions. Key responsibilities include troubleshooting, analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

Responsibilities:

• Assists Bank of America merchants who need technical support regarding payment processing through inbound calls

• Responds to client and partner requests received by email, phone, chat, or workflow system

• Performs Quality Assurance to ensure high risk processes are completed according to written procedures

• Deepens relationships with business partners and clients through quality customer service and responsiveness

• Conducts research using various bank systems to enable response to client questions and inquiries

Required Qualifications:

• Must Have Tech Support (troubleshooting/fixing technical devices) work experience.

• Must Have Call Center work experience.

• Strong Customer Service work experience (empathy, active listening, professionalism, courtesy), desire to learn, and ability to work in ever-changing environment.

• Merchant Services experience would be nice (not required)

• Training: Classroom training is 3 weeks with one week OJT (training is either 6am-3pm or 7am-4pm M-F) or one on one training.

Skills:

• Troubleshooting

• Contact Center

• Analytical Thinking

• Claims Management

• Customer and Client Focus

• Oral Communications

• Written Communications

• Account Management

• Adaptability

• Attention to Detail

• Critical Thinking

• Problem Solving

• Active Listening

• Coaching

• Collaboration

• Executive Presence

• Stakeholder Management

Shift:

Hours Per Week: