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Customer Support - I
Ref No.: 18-07695
Location: Boston, Massachusetts
Start Date: 08/23/2018
Customer Service/Equipment Service Position Hours: 10:30 – 7PM SVC Equipment Specialist Job Summary This position is responsible for the day-to-day functionality of Equipment Services and support of customer service for the Stored Value Card (SVC) Programs and for the US Treasury's Financial Management Service (FMS). Performs day-to-day operations as well as additional support for Army, Air Force and Marine bases in the United States and Peacekeeping bases overseas. Both the customer service function and operational support will require the individual in this position to acquire and maintain a solid background and understanding of the SVC business. Principal Accountabilities 1. Log shipments and customer service requests into our Shipment Tracking Tool. Work with other equipment services employees to ensure shipments go out the door correctly, accurately, and within our Service Level Agreement Timeframe 2. Take ownership of the shipment process, fielding questions and finding answers as required. 3. Maintain an accurate inventory of supplies and equipment, generate inventory reports. 4. Support CSC with inquiries and reports pertaining to equipment. 5. Provide additional support, as needed to CSC, Level 2 Support, YAS, and S&A. This includes phone coverage when necessary to cover Gaps in existing call center schedule. 7. Build an understanding of the SVC Business. 8.Other Accountabilities Perform other duties as assigned. Supervision This position is not required to directly supervise others. • Operations and/or business experience desirable in a production environment • Strong oral and written communication skills; ability to communicate effectively with business and technical end-users from across Bank departments, as well as external groups, program Stakeholders, military base finance officers and merchant locations; must be able to handle confidential information in an appropriate manner. • Technical certification not required but demonstrated proficiency with Microsoft software is expected. Must be comfortable using large spreadsheets and manipulating the data within. • Provide Level One troubleshooting and support for SVC laptops, Point of Sale devices, kiosks, and financially related inquiries. Assist with customer questions and problems by troubleshooting hardware and software problems. Call Center Experience a Plus • Must be self-motivated and able to work without direct supervision. • Interest in using and learning new/emerging technology required; technical experience a plus, LAN/PC Help Desk or other technical support experience desirable. • US Citizen or lawful permanent resident alien, no residency requirement, knowledge and experience normally acquired through, or equivalent to, the completion of a Bachelor's degree and a minimum of 2-5 years of job-related experience. All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.