ATM Incident Resolution Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeIncidentManagement Full time $40,000 - $60,000
Job Description

This role is responsible for monitoring the ATM fleet by driving actions to resolve issues that impact Automatic Teller Machines (ATM) availability. The Incident Management Analyst will be the first level of contact for customers and field support personnel for ATM related issues.



Key Responsibilities
  • Create action items/tickets to resolve issues and prevent re-occurrence
  • Follow through on open incidents until closure
  • Manage outage situations impacting ATMs to ensure resolver groups are working on the issue and stakeholders are updated on status
  • Troubleshoot ATM issues using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
  • Facilitate customer solutions using support systems, tools, and experience
  • Utilize product knowledge to resolve ATM problems and avoid Field Engineer dispatch
  • E nsure transaction service activities are within Service Level Agreements
  • Work in a high volume call center environment as primary interface to external customers and/or their agents and field support personnel
  • Participate in special projects to continuously improve processes, tools, systems, and organization


Required Skills and Qualifications
  • Associate Degree or Technical Diploma
  • 1-year experience in a related field
  • Proficient in Windows based applications/tools
  • Excellent English communication skills (verbal and written)
  • Detail oriented and ability to work under pressure
  • Ability to work flexible hours (night and day shift)
  • Experience in troubleshooting over the phone (preferred)
  • Good understanding of ATMs (highly regarded)


Benefits

We value diversity and inclusion at our company. Our commitment is to being a globally inclusive workplace where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to reach their full potential.



Others

To apply, please submit your resume through our applicant tracking system.

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