ATM Incident Management Call Representative
Giza, EgyptPosted 6 years ago24Applicants for7 open positions
- 19Viewed
- 3In Consideration
- 1Not Selected
Job Details
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Job Description
- Applies knowledge of problem routing, tracking and escalation procedures; Applies knowledge of data entry software applications and related desktop tools
- Accepts and routes calls; Gathers problem information and records data in desktop tools
- Monitors incident status and escalates cases that are not resolved in a specific time frame
- Required to identify the training needs of the agency through attending training sessions; also responsible for maintaining records of training needs
- Clearly, understand the deliverables of managed services for each customer and contribute proactively so as to accomplish the goal of customer satisfaction; Suggest ways and means motivate/improve vendor performance
- Suggest improvements and take preventive measures to consistently improve quality of cash services
- Generate periodical CIT Run report
- Update central data on TAT, cost approvals, change of ATM IDs, cassette details, mail IDs & contact details; Responsible for collecting, archiving, and maintaining data from multiple sources
- Have regular, interactive feedback calls with an operational team of customers to improve the quality of deliverables within SLA
- Act as a single point of contact for NCR Financial customers with Incident Management Services; Schedules customer installation activity
- Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
- Monitor ATM networks for ATM monitoring customers
- Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; escalate both internally and externally, when required, according to defined escalation paths
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Research, resolve and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
- Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
- Participate in team projects that enhance the quality or efficiency of help desk service
- React to all electronic alerts and customer reports of trouble; Monitor ATM networks for indications of trouble and performing initial diagnosis and trouble isolation
- Generate or verify the generation of a GEMS incident for all problems detected or reported
- Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
- Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
- Document all actions taken to resolve incidents in GEMS; Ensure the correct and timely closure and completion of all incidents in GEMS. This position is accountable for continuously receiving and handling high volumes of incidents
Job Requirements
- High Graduate.
- Fluency in the French language read, write and speak is a must.
- 0-1years of related experience
- Must possess good communication skills, written and spoken
- Keyboard proficiency and understanding of Windows-based applications/tools; knowledge of TCP/IP
- Understanding of routers and routing, LAN devices, Multiplexors
- General knowledge of remote support technologies and strategies
