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Integrated Support Specialist - CardConnect

First Data Greenwood Village, CO
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Job Description

Description

 

About First Data First Data (NYSE: FDC) is a global leader in commerce-enabling technology, serving approximately six million business locations and 4,000 financial institutions in more than 100 countries around the world. The company's 22,000 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 3,000 transactions per second and $2.4 trillion per year. To learn more about First Data, visit FirstData.com.


Position Description Overview

ROLE: Responsible for quarterbacking the independent software vendor (ISV) onboarding process from the time a partner decides to integrate with CardConnect through the life of the relationship. Manages ISV pipeline and drives various teams forward through proactive communication. The Integrated Support Specialist must be able to articulate processes to both business and operational users. Must be able to provide ongoing support to external partners and be a primary resource for operational issues and questions. Must be able to establish and maintain strong relationships throughout the sales cycle both internally and externally.


Job Responsibilities

  • Handles both inbound & outbound calls, which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Handles customer service inquiries and problems via the telephone. May answer inquiries, resolve problems, and promote products/services. May receive and respond to customer service inquires via mail, fax, or email. May monitor systms to detect possible fraudulent behavior related to credit card useage and contact card holders to investigate possible fraud. Researches problem areas and documents processes used to correct issues. Customer service is the primary function, but may include minimal selling or promotion of products or services. 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.
  • TASKS AND RESPONSIBILITIES:
  • Responsible for articulating internal processes to external partners
  • Responsible for supporting ISV relationships
  • Able to maintain reporting and execute internal audits
  • Responsible for liaising internally and externally to achieve results
  • Able to think creatively and assist in building out support functions
  • Able to perform other tasks as needed


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.


Autonomy

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

  • Requires sufficient knowledge to comfortably sell or promote products, and services. Typically requires a high school education or equivalent and one to three years of experience, preferably contact center or customer service experience.
  • SKILLS|EXPERIENCE:
  • Integrated payments experience is a must
  • Partner facing operational resource (before, during and after integration)
  • Must be self-motivated with a proven track record in technology industry
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
  • Must possess strong presentation skills and be able to communicate professionally in written and oral communication
  • Organized and able to eliminate sales obstacles through creative and adaptive approaches
  • Extreme attention to detail
  • Ability to think outside the box while also being process oriented


Competencies

  • Customer Interaction


First Data is an Affirmative Action Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)
First Data provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.


 










Job Details

Date Posted December 4, 2018
Date Closes January 7, 2019
Requisition 2461971
Located In Greenwood village, CO
SOC Category 00-0000.00

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