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ATM Incident Management Call Representative

Roots Management Consultants
Giza, Egypt
Posted 6 years ago
24Applicants for7 open positions
  • 19Viewed
  • 3In Consideration
  • 1Not Selected
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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

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