Senior Operations Consultant (Enterprise Merchant Services) Technical Support

Bank of America | Multiple Locations, XX

06/22/2022

Line of Business Role Description

Responsible for assisting clients and internal partners with complex technical support of merchant hardware and software services. Success in this role wil require the ability to rapidly diagnose customer issues and problem solve with urgency. It's important to know how to deescalate an incident and when to escalate to senior team member to ensure efficient resolution while delivering a great overall support experience.

Required Skills:
  • 3+ years of inbound call center and technical troubleshooting experience
  • Ability to solve complex problems through root cause analysis and collaboration across a wide population
  • Ability to read technical logs related to terminal activity in order to troubleshoot reported issues
  • Positive outlook and keen to learn to learn and develop skills while contributing to a high performing and enthusiastic team
  • Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals
  • Demonstrate "self-starter" behavior, a willingness to help others, and requires minimal supervision
  • Ability to adjust rapidly to changing demands and priorities
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Excellent verbal and written communication skills.


Desired Skills:
  • 1+ years Merchant Acquiring experience
  • Cisco Certified Network Associate (CCNA) Certification
  • Technical writing expertise


Job Band:
H5

Shift:
1st shift (United States of America)

Hours Per Week:
40

Weekly Schedule:

Referral Bonus Amount:
0

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June 26, 2022