Help Desk

About the role

This position is responsible for receiving inbound phone calls from client/vendors and providing ATM Status and ATM Fault support. Identify Client's issues, make outbound calls for updates, and initiate troubleshooting processes to ensure minimal disruption to ATM availability. Our goal is to resolve issues related to ATMs in faulted conditions promptly and efficiently, ensuring smooth operations and client satisfaction.

What You Will Do

• Monitor ATM Hardware faults and telecommunication failures.
• Troubleshoot basic ATM hardware and telecommunication problems.
• Receiving inbound calls from Clients and Vendors. Help answer questions and provide basic troubleshoot steps when needed.
• Initiate calls to branch staff, who serve as First Line contacts, to notify them of ATM Faults and provide guidance.
• Dispatch hardware vendors to the site when unable to resolve ATM issues remotely, ensuring timely resolution of faulted atm condition
• Document all inbound and outbound call interactions.
• Submit productivity worksheets daily to show your interactions throughout the work week.
• Note down guidance and troubleshoot steps taken within tickets and take proper actions with the incident statuses.
• Navigate through the ticketing system, Utilize Internal Procedures to escalate/resolve ATM faults.
• Send remote commands to ATMs to resolve faults remotely and document the commands sent within the incident.
• Answer Client emails. Analyze the customer's request and communicate effectively.

What You Will Need To Have

• Basic knowledge of IP information and telecommunications.
• Basic Knowledge of Computer components. (Hard Drive, Motherboard, RAM, Network Adaptors, etc.)
• Customer Service Experience to deliver excellence to our customers.
• A strong work ethic. Be available for the next call in queue, consistently make outbound calls, move/escalate tickets, and completing tasks in a timely manner.
• Experienced with Microsoft Office Suite. Particularly - Excel, Word, and OneNote.
• Effective written and verbal communication skills to reduce downtime, and answer customer requests.
• Be able to successfully analyze issues, focus on details, use process of elimination, and resolved problems for our customers.
• Required to work a flexible schedule.
• High School Diploma is required.

What Would Be Great To Have

• Knowledge of the financial services and/or the ATM industry.
• Call Center Experience.
• Understanding of Computer Hardware.
• ATM Software/Model knowledge.
• Experienced with configuring routers and troubleshooting network connectivity.
• Ability to type 60+ words per minute.
• Knowledge of TLS/SSL connectivity.