Contact Center Technical Agent I

  • Company: Adecco
  • Location: Tinley Park, Illinois
  • Posted: November 25, 2016
  • Reference ID: 1557928616
Adecco, a division of the world leader in the recruitment of office and finance professionals is currently recruiting for a Contact Center Technical Agent I job in Tinley Park IL. Duration: 4 MONTHS Payrate: $13 /hr for right candidate GENERAL FUNCTION: Provide courteous, timely, accurate and efficient issue resolution to internal and external customers in answering inquiries and solving problems related to equipment and processes related to electronic transaction processing. Among other things you will be expected to handle calls related to installing and training a merchant on how to use their credit/debit/check/gift card machine, completing entry level troubleshooting and assisting with functionality customization and dial connectivity to our host. Troubleshooting may include the review of and customization of the download file (masterfile), and specific terminal memory locations as well as an understanding of the merchant's connectivity environment (Pabx, rollover, fax, digital and/or analog phone system) and how to enable their terminal to connect to our host and function as desired. This may involve telecommunication troubleshooting, internal testing and problem replication. Customers may include but are not limited to merchants, financial institutions, relationship managers, sales representatives and peers. You will be expected to utilize multiple resources to implement solutions, fix the root cause of a problem, and escalate where appropriate and to track the work completed. Additionally you must act as a trusted advisor and Vantiv product expert on behalf of both the customer and the bank by offering alternative solutions and additional products where appropriate with the objective of retaining and/or expanding customers' loyalty with expanded products (Cross-sales). DUTIES AND RESPONSIBILITIES: The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following: • Technical Support receives inbound calls that consist of; providing technical troubleshooting of credit card terminals, software, the front-end host, back-end settlement system, downloads file configurations, customer location, telephone connection between the terminals or software and the front end host and/or download system. Problems may be urgent in nature, whereby a location or multiple store locations cannot process credit card transactions. • Installation Team assists with Customer Training, file configuration and customization, reprogramming and programming/downloading. • Customer Support and/or Financial Institution (back up) receive calls from customers to fulfill; supply order entries, account set up, contract maintenance, statements, billing invoices, funding, chargeback investigations, Vantiv Direct and other customer inquiries as assigned. Funding issues may be urgent in nature and have high impact on the customer's ability to meet payroll and/or ability to continue doing business. • Authorizations (backup) - receive calls from merchants to fulfill authorizations requests, international referrals, and code 10s and address verification requests. • The majority of a CCTA I time will be spent in the Customer Support, Installation Team and Technical Support skill pools. There are several technical support skills, a CCTAI is not an expert in these skills, and they are recently trained within the past 6 months and have a limited understanding of one or several of the skills. Limited is defined as knowing some information about Central Merchant Support and Retention Support areas; however the agent is not proficient in all of the subject matter aspects. Advanced/Proficient is defined as at least performing at an average productivity range with at least a 95% monthly quality score within the specific skill group. KNOWLEDGE & SKILLS REQUIRED: * High School Degree or equivalent. * Minimum 3-8 months experience in the Vantiv Contact Center or equivalent experience in the industry. This is a career path from the CCCSA I Position. (Candidates with technical or industry experience may be hired from external sources). * Excellent team building and organizational skills. * Ability to work in a fast paced environment with interruptions and unplanned network failures. * PC experience in Microsoft Office Suite. Important information: This position is being recruited for by Adecco's National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the "apply now" button to submit your resume. If you have questions about the position, you may contact recruiting for this position listed above; however your resume must be received via the "apply now" button included within to be considered. Must be able to work for any employer anywhere in the USA as a W2 employee of Adecco Staffing. No C2C arrangements permitted. The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits includingHoliday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities. Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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