| Industry | Processing Services | Reference # | 1119 |
|---|---|---|---|
| Location | Mississauga | Experience | 2 Years |
| Salary | $36,200 - $41,000 | Education | College or University |
| Status | Permanent | Contact |
Our client, is Canada's leading provider of ABM network management and
transaction processing services to financial institutions and retailers, and is
consistently at the leading edge of the industry, both in terms of technology
solutions and customer service. The companys team is comprised of experienced,
dedicated individuals who believe in making a difference.
Overview:
The ATM Technical Support Representatives (TSRs) are an integral part of the
companys Support Centre, which operates 24/7. The TSRs are responsible for
diagnosing and troubleshooting ATM hardware issues for all supported ATM models
and will work with internal and external resources to resolve any issues. TSRs
monitor open tickets and assist with progression and resolution of incidents.
They also provide support, as needed, to the Customer Service Representatives
during peak periods. The TSR will be required to work various shifts.
Key Role Responsibilities/Activities/Deliverables:
Provide 2nd level technical support to troubleshoot and resolve ATM
hardware issues with service technicians and company merchants over the phone.
Assist service technicians and company merchants by coaching them through
step-by-step processes and procedures over the phone.
Provide support for ATM software and communication issues, enlisting
appropriate assistance from other resources as necessary.
Monitor and manage progress of open trouble tickets.
Liaise with, and direct armoured car providers, 3rd party installation
providers and 3rd Party service providers as necessary.
Accurate and detailed record keeping of all trouble occurrences.
Assistance with new and ongoing departmental projects as required, including
development and refinement of operating procedures.
Provide support to Customer Service Representatives by assisting with
receiving telephone calls and emails as well as ensuring the timely closure of
all service calls and trouble tickets during busy periods.
End of shift reporting to company management.
Other duties as assigned.
Required Experience/Competencies/Education:
ATM hardware diagnosis and support.
College Certificate or Equivalent Experience.
Minimum 1-2 year of Call Centre and/or Customer Service.
Working in a fast-paced environment.
Minimum two years providing technical support to individuals, from within a
call centre environment.
Ability to work under pressure.
Customer service driven with excellent telephone skills.
Managing difficult interactions.
Logical problem solving.
Attention to detail.
Excellent verbal communication skills.
Bias for action / results oriented with a sense of urgency.
A few reasons why it is great to work for this company:
Great team atmosphere
Opportunity to grow
Company matched RRSP plan
Employee Assistance Program
On-site workout room
Caring company culture
If you are qualified and interested in this role, please apply today!
Apply
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