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Sr Specialist III, US Help Desk-Commerce Solutions-Tempe, AZ

Job Description

About Chase Paymentech
Chase Paymentech is a business unit within the Chase Commerce Solutions line of business.   Paymentech is a global leader in payment processing and merchant acquiring. Its proprietary platforms enable integrated solutions for all payment types, including credit, debit, prepaid stored value and electronic check processing; as well as alternative and mobile payment options.
In the first quarter of 2015, Chase Paymentech processed 9.8 billion transactions with a value of $221 billion.
Paymentech serves some of the most well-known brands in the world ranging from retail, e-commerce, restaurant, lodging and contractor/service provider to digital content and government agencies.
Reports to Help Desk Team Leader and assists with the coaching and development of Help Desk Associates (HDA's).  Provides 2nd level support for front-line HDA’s in the completion of their duties.  The Client Service Lead position would involve the learning of the Team Leader role and the policies and procedures within.
Essential Duties and Responsibilities
  • Provides 2nd Level support for HDA's by floor walking and side-by-side coaching on a daily basis
  • Resolves client and merchant escalations via phone and e-mail communication
  • Escalates issues to the correct department; i.e. communication issues to Operations
  • Assists with the training, coaching, and development of HDA's
  • Completes 20+ PIM Quality Monitoring evaluations per month using NICE Perform system
  • Interacts with HDA’s by performing live call monitors and side-by-side sessions to develop and refine troubleshooting and customer service skills
  • Provides assistance to the Help Desk main queue and Technical Product Support (TPS) queue when necessary
  • Provides backup support to management staff, and assists with day-to-day operational management
  • Reports behavior or performance issues to management staff
  • Facilitates skill and training sessions as necessary
  • Monitors real-time activity daily via Aspect and Avaya CMS Supervisor call display system to ensure maximum daily productivity
  • Requires analytical and critical thinking skills, and a personalized level of service to coach to different skill levels
  • Participate in calibrations for Help Desk Support departments (L&D, OCQ, Process Improvement)
  • Completes other duties or tasks as assigned.
  • Must be able to work overnight shift (specific days/hours to be determined)
  • 3 – 5+ years of customer service experience required.
  • Certified on the primary Help Desk call types is preferred (Verifone, APS Cross, Ingenico),
  • Minimal absenteeism and consistent punctuality 
  • Must be able to multi-task, be flexible and easily adapt to change
  • Knowledge of computer software systems including Microsoft Word, Excel, and PowerPoint
  • Ability to provide excellent professional and interpersonal communication when interacting with others via phone and e-mail 
  • Ability to quickly learn mass amounts of information
  • Must be in current position at least one year
Req #: 160035350
Location: Tempe, AZ US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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