Technical Support Specialist (Merchant Services)CSWO

Location: Newark, DE
Company: Bank of America
Industry: IT
Job Type: Full Time
Posted: 7 days ago

Job Description:

At Bank of America, we're creating real, meaningful relationships with individuals, businesses and communities to help them focus on what matters most. We're committed to attracting and retaining top talent around the world to ensure we continue to deliver for our customers, clients and communities. Along with taking care of our customers, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.

Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company serves approximately 56 million U.S. consumer and small business relationships. It is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading.

Bank of America is looking for a customer-focused, tech-savvy, and service-minded professional to join our Technical Support team. The Technical Support Specialist reports to our Technical Support Manager and is principally focused on providing technical assistance to our healthcare clients and ISV partners to resolve issues related to our Payment Fusion payment technology service. This is an ideal position for a motivated individual looking to expand their technology experience and who has a genuine interest in helping others. This is a cross-functional role that will interact with multiple teams.

Primary Responsibilities:

  • Work directly with our healthcare clients, ISV partners and our internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner.
  • Escalate technical issues as necessary to our Engineering, Product Management, and Support Services senior leaders to ensure a world class support experience regardless of the complexity of the issue.
  • Master AxiaMed's product capabilities and serve as a subject matter expert for our clients and partners.
  • Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues; process trouble tickets according to company methodology and capture root cause of device problems (both network and terminal application related) and software issues.
  • Where appropriate, edit and repurpose successful client issue resolution documentation for use on our online support portal as a reference for partners and clients.
  • Consistently provide excellent customer service to ensure that our clients feel valued.
  • As appropriate, troubleshoot in-house devices returned by clients.
  • Carry out projects as assigned.

Compensation, Benefits & Perks:

  • Competitive salary
  • Full benefits
  • 401K plan with company matching
  • Paid vacation, holidays, and sick days
  • Inclusive and collaborative culture

Required Experience & Qualifications:

  • 2+ years of technical customer support experience, preferably in a high-tech SaaS industry.
  • Prior experience providing remote technical support and services.
  • Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients.
  • Fanatical commitment to customer success and knowledge of customer service principles and practices.
  • Solid analytical skills and a demonstrated motivation to solve tough technical problems.
  • Strong technical aptitude with a desire for continuous learning and improvement.
  • Experience with troubleshooting wired and wireless devices on a local area network.
  • Ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

Job Band:

H6

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0 -->

Job Description:

At Bank of America, we're creating real, meaningful relationships with individuals, businesses and communities to help them focus on what matters most. We're committed to attracting and retaining top talent around the world to ensure we continue to deliver for our customers, clients and communities. Along with taking care of our customers, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.

Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company serves approximately 56 million U.S. consumer and small business relationships. It is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading.

Bank of America is looking for a customer-focused, tech-savvy, and service-minded professional to join our Technical Support team. The Technical Support Specialist reports to our Technical Support Manager and is principally focused on providing technical assistance to our healthcare clients and ISV partners to resolve issues related to our Payment Fusion payment technology service. This is an ideal position for a motivated individual looking to expand their technology experience and who has a genuine interest in helping others. This is a cross-functional role that will interact with multiple teams.

Primary Responsibilities:

  • Work directly with our healthcare clients, ISV partners and our internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner.
  • Escalate technical issues as necessary to our Engineering, Product Management, and Support Services senior leaders to ensure a world class support experience regardless of the complexity of the issue.
  • Master AxiaMed's product capabilities and serve as a subject matter expert for our clients and partners.
  • Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues; process trouble tickets according to company methodology and capture root cause of device problems (both network and terminal application related) and software issues.
  • Where appropriate, edit and repurpose successful client issue resolution documentation for use on our online support portal as a reference for partners and clients.
  • Consistently provide excellent customer service to ensure that our clients feel valued.
  • As appropriate, troubleshoot in-house devices returned by clients.
  • Carry out projects as assigned.

Compensation, Benefits & Perks:

  • Competitive salary
  • Full benefits
  • 401K plan with company matching
  • Paid vacation, holidays, and sick days
  • Inclusive and collaborative culture

Required Experience & Qualifications:

  • 2+ years of technical customer support experience, preferably in a high-tech SaaS industry.
  • Prior experience providing remote technical support and services.
  • Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients.
  • Fanatical commitment to customer success and knowledge of customer service principles and practices.
  • Solid analytical skills and a demonstrated motivation to solve tough technical problems.
  • Strong technical aptitude with a desire for continuous learning and improvement.
  • Experience with troubleshooting wired and wireless devices on a local area network.
  • Ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

Job Band:

H6

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description: At Bank of America, we're creating real, meaningful relationships with individuals, businesses and communities to help them focus on what matters most. We're committed to attracting and retaining top talent around the world to ensure we continue to deliver for our customers, clients and communities. Along with taking care of our customers, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.

Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company serves approximately 56 million U.S. consumer and small business relationships. It is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading.

Bank of America is looking for a customer-focused, tech-savvy, and service-minded professional to join our Technical Support team. The Technical Support Specialist reports to our Technical Support Manager and is principally focused on providing technical assistance to our healthcare clients and ISV partners to resolve issues related to our Payment Fusion payment technology service. This is an ideal position for a motivated individual looking to expand their technology experience and who has a genuine interest in helping others. This is a cross-functional role that will interact with multiple teams.

Primary Responsibilities:

  • Work directly with our healthcare clients, ISV partners and our internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner.
  • Escalate technical issues as necessary to our Engineering, Product Management, and Support Services senior leaders to ensure a world class support experience regardless of the complexity of the issue.
  • Master AxiaMed's product capabilities and serve as a subject matter expert for our clients and partners.
  • Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues; process trouble tickets according to company methodology and capture root cause of device problems (both network and terminal application related) and software issues.
  • Where appropriate, edit and repurpose successful client issue resolution documentation for use on our online support portal as a reference for partners and clients.
  • Consistently provide excellent customer service to ensure that our clients feel valued.
  • As appropriate, troubleshoot in-house devices returned by clients.
  • Carry out projects as assigned.

Compensation, Benefits & Perks:

  • Competitive salary
  • Full benefits
  • 401K plan with company matching
  • Paid vacation, holidays, and sick days
  • Inclusive and collaborative culture

Required Experience & Qualifications:

  • 2+ years of technical customer support experience, preferably in a high-tech SaaS industry.
  • Prior experience providing remote technical support and services.
  • Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients.
  • Fanatical commitment to customer success and knowledge of customer service principles and practices.
  • Solid analytical skills and a demonstrated motivation to solve tough technical problems.
  • Strong technical aptitude with a desire for continuous learning and improvement.
  • Experience with troubleshooting wired and wireless devices on a local area network.
  • Ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

Shift:

1st shift (United States of America)

Hours Per Week:

40

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