Job Purpose This position is responsible for monitoring and troubleshooting ATMs, hosts and transition authorization approvals in a Help Desk / Service Desk environment. Providing monitoring and support on issues related to ATMs and POS/ATM transaction authorization hosts; making and receiving calls, troubleshooting alerts and documenting steps taken.
Job Responsibilities * Monitor and troubleshoot ATM hardware and telecommunication incidents * Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents. * Research and investigate customer inquiries related to ATMs issues. * Document reported issues, troubleshooting steps and actions taken. * Follow established guidelines to accomplish tasks and solve routine/non-routine problems. * Attend on-going training to achieve level of technical skill needed to solve more complex problems. * Meet the individual customer service call volume and quality expectations. * Participate in continuous process improvement in order to improve service, reduce costs, and improve quality. * Perform and complete other duties as assigned
* Proficiency with computers and related office equipment. * Excellent customer service with strong verbal and written communications skills required. * Proven ability to analyze and resolve problems with attention to detail. * Knowledge of the financial services industry a plus but not required. * Required to work flexible schedule, including overnight shifts and weekends. * High School Diploma is required. * Knowledge of the financial services industry, ITIL, Six Sigma or Gasper a plus but not required.
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.