FA Operations Support Specialist Location Fort Worth, TX (Far North area) : The Operations Support Specialist serves as the liaison between the various Operations groups and the ISV Sales Team and Partners. Attends ISV meetings and trainings with the purpose of documenting and distributing relevant information to the Operations Departments. Responsible for communicating any changes and delivering training to the dedicated ISV Support team and others, as needed. Provides an escalated point of contact for the ISV Support Team on technical matters, installations, etc. Supervises the ISV Merchant Support Team. The ISV Operations Coordinator also supervises the E3/STSS Department which provides support to merchants via inbound/outbound calls and email correspondence. Job Functions:
Completes EOM reporting accurately and by the expected due date.
Ensure assigned group is meeting KPI's and complete monthly employee 1-on-1's.
Address employee's behavior or gross misconduct and Issue corrective action as necessary.
On-going training on terminals, internal computer applications and various inter-department functions
Perform side-by-side coaching and monitor calls to observe associates' demeanor, technical accuracy and conformity to department policies.
Provide first-line assistance in handling escalated calls.
Basic Qualifications:
Education and Experience: HS/GED and 4 years or Associate's and 2 years
2 years of experience with customer service and technical support
Functional knowledge of Microsoft Outlook, Word, Excel and PowerPoint
Preferred Qualifications:
Education: Associates Degree in business or related field
Experience: 5 years of expiernece in Call Centers
4 years of Call Center experience involving customer service, technical support, and knowledge of credit card processing.
Must possess proven leadership skills, excellent organizational skills, and is comfortable communicating with all levels of management.
Ability to work independently in a multi-task environment, as well as part of a team.
Ability to work in a fast-paced work environment.
Must be a dependable and self-motivated individual.
Deluxe Corporation is an Equal Opportunity / Affirmative Action employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. EOE/Minorities/Females/Vet/Disability
Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.
Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to .
