Technical Support Customer Service Agent

Basildon, Essex
18 Oct 2016
17 Nov 2016
Contract Type
Technical Support Customer Service Agent

First Data are currently looking for a Technical Support Customer Service Agent. The successful candidate can expect the role to be inclusive of the following:

Position Description Overview

The POS Technical Support Team within Merchant Acquiring plays an important role in the acceptance of Credit and Debit card transactions from merchants with electronic POS terminals, either directly or through a Bureau for FDI’s acquirer partners, Lloyds Cardnet, FDMS & AIBMS. The role of the team is to resolve technical POS terminal issues for Merchants and PSP’s who use the MSIP, Omnipay & eMAXS platforms for electronic authorisations. The team operates Monday to Saturday between the hours of 8am and Midnight and Sunday 9-5pm.

Job Responsibilities
Providing the Merchant with support on technical terminal issues covering the vendors Ingenico (20 products) Spire (10 products) and Verifone (10 products) FD130, Pogo.

The role requires diagnosis and fault finding on the following
- GPRS Issues
- GSM Issues
- PSTN Failures
- WiFi Failures
- Bluetooth failures
- Download failures
- IP Comms issues
- Mac Key Failures
- Battery Failures
- Cable faults
- Telephone Connectivity
- Power Issues
- SSL failures

Proficient in the use of a number of terminal management systems:
- Vericentre, Gems, Spire Portal, GDS configuring terminals for downloading information to POS devices.
- Sales force knowledge required
- Performing missed maintenance calls
- Team-Box support for alliances and terminal providers
- Support various back-office activities i.e. BACS reports, returned mail shots, returned statements etc
- Support on various CMSL & FDMS, AIBMS projects led by other teams within Business Change from initiation to implementation.
- Working with Supervisors and Managers to ensure projects are resourced and delivered on schedule.
- Ensure processes are in place and kept up-to-date to support new or additional Merchant facilities.
- Provide support and technical assistance to the Acquirer face-to-face or by conference call.
- Escalation to senior management when trends and issues impact service

Scope of Job
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- Uses established procedures, but have the ability to deviate when needed, and requires only general supervision.

- Performs work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility.
- Some evaluation, originality or ingenuity is required.

Job Requirements
Typically requires a high school education or equivalent and preferably previous contact centre or customer service experience.

- Accuracy / Attention to Detail
- Customer Service Management
- General Computer Competencies
- Customer Support Policies, Standard and Process
- Customer Support Service Agreements
- Problem Management Process
- Service Request Management Process
- Knowledge of Customer Support Function
- Customer Support Systems
- Selling
- Knowledge of Product Line

About First Data
First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world’s largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.

First Data’s Operations and Call Centre functions are focused on providing the outstanding client service, support and experiences that are critical to our ongoing success. Our Operations owner-associates are responsible for the stability of our global network infrastructure by helping our financial institution clients with various aspects of transaction processing, including statement management, card production and ticket-issue resolution. Our Call Centre owner-associates are often the first point of contact for our business clients, and they play an important role in driving client satisfaction. They are responsible for answering questions and resolving problems on a wide range of issues, including account activation inquiries, potential fraudulent activity and our full range of products and services.

First Data is an Equal Opportunity Employer