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Job Information
Job title

Senior Online Technical Support Representative

Company Capital One
Wage between $0.00 - $0.00 Annually
Location United States, Texas, Irving
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 12/31/2007
Description
Imagine a Fortune 500 company with a real innovative streak. A financial powerhouse poised to redefine its industry. Yes, Capital One has moved into the world of retail banking! Capital One Financial Corporation is a holding company offering an unmatched range of financial products and services to consumers, small businesses and commercial clients. With over 700 branches, our footprint includes: New York, New Jersey, Connecticut, Texas and Louisiana - and our ambitions are truly national.

So what does this mean for you? How about the chance to excel in our supportive, team-oriented environment. To be challenged to advance your skills alongside the brightest talent in the business. And to take on important responsibility from day one while building a rewarding career - all with a fast-growing industry leader.

At Capital One, technology is at the center of everything we do. If that sound like a lot of responsibility, it is - but it's the very best kind: exciting, fast-paced, and critical to driving our business forward. Here's your chance to work in a team-oriented, supportive environment. You'll leverage your analytical skills and collaborate across business units. You'll be part of the full life cycle of projects. Plus, of course, there's the rewards: personal, professional, career-long.

This position is responsible for ensuring that escalated online banking cases and e-mails received from Online Banking Customer Service and other Capital One Lines of Business are reviewed and resolved within defined response levels, tracking issues reported to Online Banking vendors and for working with Online Banking Customer Service on online banking and bill payment issues. This position must be able to troubleshoot and analyze a variety of technical issues.

Monitor and respond to incoming cases in several Escalation queues associated to Bill Pay, Online Banking, Quicken and Money, and External Transfer support.
Able to handle more complex case issues.
Able to conduct robust technical troubleshooting of issues.
Monitor and respond to incoming cases in 2 Service queues.
Conduct research necessary to resolve case.
Contact vendors or Online Banking Product Manager for case resolution assistance.
Resolve 70% of all incoming escalated cases in 3 business days
Share responsibility for answering calls and checking voice mails on the department assistance line.
Provide information to caller or document issue for additional research and resolution.
Perform user acceptance testing for internet applications using defined test plans when requested under direction of Operations Support Analyst.
Report testing issues to designated party on a regular basis using predefined communication tools.
Provide direction to junior representatives on team.
Assist other team members in case resolution and research.
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Experience/Skills
Basic Qualifications:

Bachelors degree or 5 years experience working in a technical customer service or help desk environment.
3 years experience working with web based applications
1 year experience identifying issues/problems and trends associated with the functionality of online web applications via phone and e-mail.

Preferred Qualifications:

Help Desk or Customer Service experience within the financial solutions industry
Experience with SQL Queries and knowledge of Crystal reports
BA in Computer Science, Business, or MIS

How To Apply:
Visit www.capitalone.com/careers
Click on Search for Hourly Jobs
Click on View Postings/Apply for Job
Scroll down to search for Keyword 513438
Click on Search, this will bring up the job you're searching for
Check the box to the right under Job Basket
Click on Apply for Jobs in Basket to begin the application process

No agencies please. Capital One is an equal opportunity employer dedicated to diversity in the workplace. We promote a drug-free work environment.

Other desired skills:
Technical Support
This job has expired.