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.
Want more jobs like this?
Get jobs delivered to your inbox every week.
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!
This Technical Support Tier 2 position is responsible for servicing inquiries received from Merchant clients and Software Vendor Partners via phone or email regarding transaction processing and point of sale equipment. Key responsibilities include 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.
Job Duties & Responsibilities:
- Responds to client and partner requests received by email, phone, 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 strong Technical Support experience (troubleshooting hardware, software, networking)
- Highly organized, adapt at time management, and problem/solving/analytical.
- Strong Customer Service work experience (empathy, active listening, professionalism, courtesy), desire to learn, and ability to work in ever-changing environment.
- Self-starter and independent worker, ability to work with minimum supervision.
- Must have excellent written communication skills with demonstrated client focus.
- Superior follow through and initiative.
- Strong skills within Microsoft applications.
- Ability to exercise good judgement and sound-decision making skills a must.
- Must foster teamwork by helping to create and maintain strong morale: cooperate with team members to resolve problems and achieve goals.
- Ability to work in fast- paced, team environment.
- Mon thru Wed: Work in the office. Thursday and Friday: WFH
Desired Qualifications:
- Exercises judgment and discretion with respect to client escalations and problem resolution.
- Experience in Merchant Services or Software-as-a-Service (SaaS).
Skills:
- Analytical Thinking
- Log Analysis
- Account Management
- Adaptability
- Coaching
- Collaboration
- Executive Presence
- Stakeholder Management
Shift:
1st shift (United States of America)
Hours Per Week:
40