Job Title

Job DescriptionPosition requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zonesAccountable for continuously receiving and handling high volumes of customer callsResponsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faultsDetermine alert priority based on documented processes and guidelinesUse tools to remotely access customer equipment to diagnose and resolve customer problemsDocument, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status informationEscalate customer problems both internally and externally, as required and according to defined escalation pathsAcquire and maintain current knowledge of relevant product offerings and support policiesParticipate in special projects as assigned to continuously improve processes, tools, systems and organizationEnhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approachesWork with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progressContribute as a team member; participate in objective setting, performance management, reward and recognition programsRequires rotation in work hours involving weekends and holidaysBasic QualificationsBachelor’s degreeBilingual (English/French)The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)Knowledge of Automated Banking Machines (ATM/ABM)Keyboard proficiency and understanding of Windows-based applications/toolsPreferred QualificationsPrevious experience in a Customer Support and/or Helpdesk environment1+ years of related experienceSelf-driven and results oriented; Ability to work under pressure within flexible working hoursCommunication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication