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Form of workThis role is responsible for monitoring, escalating and coordinating the resolution of problems occurring within the ATM and Teller Cash Recycler (TCR) network. ATM Services utilizes the Vynamic View monitoring System and the Postilion application for ATM monitoring and Service Now and TrueSight for TCR monitoring as their primary tools to accomplish this task. The position requires technical skills as well as effective communication skills to be successful. The position is within the ATM-TCR Services Help Desk Department, which operates from 7:00 a.m. to 10:00 p.m., seven days a week including holidays.
This position would have a flex schedule.
Primary Responsibilities
- Problem Ownership- Responsible for recognizing, isolating and coordinating the resolution of all problems impacting ATMTCR Service delivery channel.
- Problem Escalation - Responsible for escalating ATM and TCR problems to internal and external service providers as required to meet our ATM-TCR Services availability objectives. Escalates to ATM-TCR Services Help Desk manager and others as needed to resolve chronic and/or unique problems.
- Problem Reporting - Responsible for detailed reporting of all incidents affecting ATM-TCR Services Channel, availability and the actions taken to affect a resolution. Requires clear, concise, detailed problem entries in the Aptra Vision and/or Service Now Center systems.
- Customer Service - Provides excellent customer service to all internal and external customers calling the ATM-TCR Services Help Desk. Very courteous, professional and customer focused. Good phone skills and communications skills are essential.
- Teamwork Skills - Works well with others, has good interpersonal skills. Respects and values others' contributions and opinions. Shares information and knowledge with team. Strives to find areas to contribute to team successes.
- Productivity - Maintains a high level of productivity by staying actively engaged and available for incoming calls as determined by the ACD statistics.
Education and Experience Required:
- High school diploma and a minimum of 2 years' technology-related experience
- Effective communication skills.
- One Year of experience in a Call Center environment or Help Desk environment
- Detail oriented
- High motivational level, proactive performer
- Professional attitude
- Penchant for self-development
- Team player
- Excellent Problem solving/analysis skills
Experience Preferred:
•Call Center Experience
•ATM Settlement Experience
•Project Experience
•Procedure Development Experience
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Location
Buffalo, New York, United States of America
