Customer Care Specialist SME (talech Technical Support) - Hybrid - Tempe, AZ

U.S. Bank | Tempe, AZ

09/21/2022

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

About U.S. Bank

At U.S. Bank, we are passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we are one of the country's most respected, innovative, and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.

talech is an innovator in the POS (POINT OF SALE) space for small and medium businesses (SMB). The Palo Alto-based FinTech helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. We support the growing numbers and needs of >20,000 customers in North America and EMEA. In late 2019 talech was acquired by US Bank and is now a division of the company

About The Role

Please note that we are looking for applications from those who currently reside within the following Areas: Tempe, AZ , and Omaha, NE. The role is currently remote but will transition to hybrid when U.S. Bank returns to office. This position currently carries a $1,500 dollar signing bonus.

talech seeks to expand its Technical Support and Customer Care team with the addition of a Tier 1 Support Agent. The talech customer experience begins with Tier 1 support. We are looking for an energetic staff who have a passion for customer service and curious technical skills. We are searching for an outstanding Technical Support Agent - someone who is friendly, empathetic, and patient in resolving customer issues.

In the role you can expect to be challenged and learn every day as you dig in and problem solve with merchants by listening deeply, actively teaching and helping small business owners succeed in a fast-paced world.

Following 4 weeks of paid training you will transition into your new team and -- with the support from a tenured team member -- start digging into merchant emails, phone calls and chat. Shifts are 8 hours in length and are on a rotating schedule that includes a combination of weekdays, weekends, and holidays. This is a permanent full-time role - 40 hours a week.

Core Duties
• Be the primary point of contact for customers to handle and resolve customer inquiries via live chat, phone & email on a 24/7 basis.
• Strong logging, tagging, contact driver selection, and case notation on all cases
• Troubleshoot & respond in a professional & timely manner by asking the proper questions and making sound judgments based on your understanding of the product
• Identify patterns in customer issues, triage effectively, escalate critical issues and suggest improvements working in collaboration with our engineering, product, and support operation teams.
• Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your manager in regular 1:1 meeting.
• Take on projects to assist with aging cases, outbound calls, etc.
• Assist with answering agent questions and providing knowledgeable steps to resolve the customer's issue.
• Attend weekly readiness meetings to prepare agents for upcoming releases and bug fixes.
• Create Support Hub articles in Confluence to update agents on new releases, bug fixes, and how-tos for bug issues.
• Mentor fellow agents on areas of opportunities to assist with improving KPI and Quality performance.
• Listen to calls for appropriate quality, call flow, procedures, etc. and provide guidance to agent on best practices.
• Create job aids or lead technical discussions in team meetings to foster a growth environment.

Basic Qualifications
• High school diploma or equivalent
• Two to four years of customer service experience
• Strong technical skills
• Point of Sale experience a plus

Preferred Experienced
• Meet performance standard expectations including Handle time, cSAT, and SLAs.
• Intimate knowledge of talech software, ipad, card readers, printers, and how they are networked.
• Ability to pivot between customer service and technical issues continuously and quickly
• Ability to independently solve, escalate and notate customer interactions
• Ability to explain technical steps or resolutions so any customer can follow and understand
• Previous experience troubleshooting and resolving technical issues preferred
• Excellent telephone, interpersonal and verbal communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Ability to identify and resolve/escalate complex problems with minimal guidance
• Proven commitment to high quality customer service
• A genuine passion for helping customers and agents
• A growth mindset; wishes to excel in what s/he does, and openness for feedback
• Thrive in a fast-paced, high-volume environment.
• Possess a high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants .

Benefits:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .

EEO is the Law
Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program .

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

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October 6, 2022