Responsible for providing ATM technical support for branches and vendors. Position focus is on technical/functional phone support to our internal Key Employees, contractors and vendors. This position is primary phone support for these applications. The ATM Support Desk hours of operations are 24/7.

• Resolve incoming client calls based on departmental goals - minimum 88%.
• Maintain an average handle time of 8 minutes.
• Perform initial problem determination by asking client troubleshooting questions in a systematic manner.
• Focus on the delivery of excellent service. 
• Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness.
• Assess initial impact in incident record; set record priority level as well as escalates in a timely manner.
• Capture large scale customer group impact problem escalation opportunities’ in a timely manner.
• Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation.
• Detect patterns of callbacks affecting client or environment, assess impact and take action.
• Take ownership and responsibility of client technical/functional problems.
• Lead by example; independently makes decisions on course of action to get the client back in to production in a timely manner.
• Be a positive, professional resource for clients and support partners’.
• Utilize resources - knowledge, news alerts, senior associates and managers.
• Manage challenging calls, maintain control.
• Take opportunities’ to keep clients well informed during the call.
• Multitask when handling departmental group chats.
• Maintain the Service Manager knowledgebase with current ATM knowledge
• Gather data necessary for application specific reports
• Typical work hours are 9:00-5:30 EST (Monday - Friday) and additional hours as needed. All team members are assigned one half day on Saturday on a rotating basis (approx. every 6-8 weeks)

• Basic knowledge of ATM Operations strongly preferred.
• 1- 3 years of relevant work experience.
• IT Associates, Bachelor’s degree or IT Certification preferred.
• 1 to 3 years’ experience with ATM Support preferred.
• Effective telephone skills.
• Effective communication skills.
• Ability to make sound decisions based on logical reasoning.
• Commitment to team concept.
• Effective problem determination skills.
• Effective listening skills.
• Ability to work in a fast-paced & high-volume environment.
• Basic working knowledge of Service Manager preferred.