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Internet Solutions Contact Center Technical Specialist

First Data Hagerstown, MD

Job Description


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 Center 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 Center 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.
Job Responsibilities
  • Typically supports application, IT hardware and software products. 
  • Diagnoses and resolves problems using documented procedures and checklists. 
  • Handles problem recognition, research, isolation, and resolution steps. 
  • May require follow-up but is capable of handling most issues without escalation to a higher level of expertise. 
  • Support is related to external clients. 
  • Requires extensive knowledge of the organization, products, and/or services.
Scope of Job
Responds to inquiries of a technical or complex nature, which are non-routine and require deviation from standard screens, scripts and procedures requiring independent thinking.
Functions somewhat independently, under general direction.
Skills and Experience
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Ability to handle complaints and unpleasant customers
  • Has a pleasant, patient and friendly attitude
  • Strong detail orientation and communication/listening skills
  • Willingness to work a flexible schedule and overtime when needed
  • Possess a strong work ethic and team player mentality
  • Medium to high proficiency with Microsoft Outlook, Excel and Internet Explorer
  • Knowledge of technical support issues related to Internet connectivity and troubleshooting experience
  • 1+ years in a service oriented capacity
  • Experience in a Technical Support role or similar high-volume service center
  • Familiarity with performance requirements Voice of the Customer, Quality, Schedule Adherence, etc.
  • Some experience with multiline telephones and online noting systems
  • Associate's Degree or higher in Information Technology or related field
  • HTML or Website Design experience
First Data is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)

Job Details

Date Posted September 14, 2017
Date Closes October 18, 2017
Requisition 1026632
Located In Hagerstown, MD
SOC Category 00-0000.00