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Bank of America Technical Support Rep (Merchant Services)-Phoenix, AZ or Addison, TX-3rd Shift in Phoenix, Arizona

Technical Support Rep (Merchant Services)-Phoenix, AZ or Addison, TX-3rd Shift

Phoenix, Arizona;Addison, Texas

Job Description:

Line of Business Role Description

The Technical Support Representatives 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.

Key Responsibilities:

•Provide clients with a personalized rewarding experience that starts with answering Merchant clients’ questions as well as understanding each client’s unique needs

•Work with clients to solve various types technology problems, including: Wi-Fi/network connectivity; hardware and software issues;creditcard terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge around mobile applications, navigation, and downloads

•Use resources, technology and problem-solving skills to troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices

•Answer “How To” quick-fix questions about supported mobile POS software

•Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates

•Follow bank policy and procedures for the proper escalation of unresolved issues to appropriate internal teams

•Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.

•Maintain a high percentage of issue resolution within first customer interaction

•Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience

•Work fluctuating shifts and extended hours as needed and be available for “on-call” weekend/holiday hours as requested

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.

Hasthe ability to learn and adapt to new information and technology platforms.


3rd shift (United States of America)

Hours Per Week:


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Bank 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 ( .

To view the "EEO is the Law" Supplement, CLICK HERE ( .

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 .