Technical Support Rep (Merchant Services) Phoenix, Arizona **Job Description:** At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! **Job Description:** This **Tech Support Rep i** s responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their merchant products and solutions. Key responsibilities include troubleshooting, analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support. **Responsibilities:** + Assists Bank of America merchants who need technical support regarding payment processing through inbound calls + Responds to client and partner requests received by email, phone, chat, or workflow system + Performs Quality Assurance to ensure high risk processes are completed according to written procedures + Deepens relationships with business partners and clients through quality customer service and responsiveness + Conducts research using various bank systems to enable response to client questions and inquiries **Required Qualifications:** + Must Have Tech Support(troubleshooting/fixingtechnical devices) work experience. + Must Have Call Center work experience. + Strong Customer Service work experience (empathy, active listening, professionalism, courtesy), desire to learn, and ability to work in ever-changing environment. + Merchant Services experience would be nice (not required) + **Training:** _Classroom training is 3 weeks with one week OJT (training is either 6am-3pm or 7am-4pm M-F) or one on one training._ **Skills:** + Troubleshooting + Contact Center + Analytical Thinking + Claims Management + Customer and Client Focus + Oral Communications + Written Communications + Account Management + Adaptability + Attention to Detail + Critical Thinking + Problem Solving + Active Listening + Coaching + Collaboration + Executive Presence + Stakeholder Management **Shift:** 1st shift (United States of America) **Hours Per Week:** 40 Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://u.go/0As7EN) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.