Job Description
Title: Support Analyst – ATM
Location: Thornhill Ontario CA
Contact Center
Education: High School or equivalent
Full Time, Temporary
Kelly’s customer, a leading provider of comprehensive, innovative and integrated payments solutions and services has a temp to permanent opportunity for Support Analyst who will interact with clients, employees, and third-party vendors to resolve issues using hardware/software systems through defined processes and techniques.
****THIS IS NOT AN IT TECHNICIAN ROLE****
Applicants must be able to work overnight shifts from 9:30pm – 6:00am, from Friday to Tuesday ( Wednesdays and Thursdays are off), and be flexible to work day shift Monday to Friday, during the training period, which can take approximately 5 months into the role.
RESPONSIBILITIES:
- Provide support for ATM monitoring which includes dispatching technicians and setting up tech meetings at various Credit Unions throughout Canada.
- Log incident records in accordance with departmental procedures.
- Respond to calls and emails from multiple clients in a timely manner.
- Respond to client Card Order Inquiry Emails and investigate any issues such as lost cards, missing cards, non-working cards, etc.
- Investigate issues with missing reports for clients and escalate to the appropriate teams.
- Investigate errors with reporting and escalate to the appropriate teams if necessary.
- Troubleshoot errors with client facing applications and escalate internally as needed.
- Provide explanations to Credit Unions on card errors and codes.
- Create Change Request tickets (CR’s) as needed.
- Troubleshoot Mobile wallet issues.
- Respond to clients’ questions regarding our notifications and change requests.
- Process Hot Card requests.
- Assist other agents with ATM errors when needed.
REQUIREMENTS:
- Minimum 3 years’ experience supporting clients, and third-party vendors in a busy contact center environment.
- Experience interacting with clients in English. French language fluency would be an asset.
- Strong knowledge about payments processing environment with specific experience in ATM and cards services.
- Experience providing high level technical support and problem solving for a variety of products and services.
- Experienced logging incident records in accordance with departmental procedures
- Experience reviewing and updating and/or documenting procedures
- Responsible for On Call duties as required
- Ability to occasionally to go to Office in Markham, ON, for special events/training.
Strong knowledge of Internet connectivity such as the following:
- Internet connectivity troubleshooting
- Router/Modem configuration setup
- Understanding of IP Addresses and their purpose
- Understanding of DSL, Cable, WIFI and Satellite
- Understanding of Firewalls, VPN, and other Network security protocols
Experience with the following is preferred:
- Call Centre Applications such as: Zendesk, LiveAgent, RingCentral
- Microsoft Office Products
- SQL and other database basics
- Reporting tools such as Crystal Reports
- Desktop Hardware and O/S, Networking
- Transaction switching
Skills and Qualifications
- Industry specific (IT or Financial) post-secondary education preferred.
- Strong leadership skills and ability to take ownership of issues.
- Strong multi-tasking skills.
- Strong ability to analyze data and communicate findings to others in a professional and easy to follow manner.
- Strong ability to understand critical issues and escalate within a timely manner.
- Strong communication skills (both verbal and written)
- Proven track record of providing superior client service
- Scheduling and time management skills
- Knowledge of problem-solving techniques
- Excellent customer service skills
- Experience in training, coaching, or mentoring other employees