2703-1 Contact Center Technical Agent II (Part-Time)

Contact Center Technical Agent II
Part-Time 4:00 PM - 8:00 PM PM Monday-Friday


Contact Center Technical Agent II: 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) or (internet firewall, router, networking configuration) 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. 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 FTPS 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).

If you have:

• High School Degree or equivalent.
• Minimum 3-8 months experience in the FTPS Contact Center (Technical Support I) or equivalent experience in the industry. This is a career path from the CCCTA 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.



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