Incident Management Agent

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position requires the ability to act as single point of contact for Financial customers with Incident Management Services; accountable for continuously receiving and handling high volumes of customer calls.
• Responsible for service requests from customers and ensure timely and satisfactory resolution of problems; generates daily and weekly incident reports; reviews incident history to determine recurring faults.
• Monitor ATM networks for ATM monitoring customers.
• Determine priority based on problem information and documented guidelines; provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; use tools to remotely access customer equipment to diagnose and resolve customer problems.
• Record information into the HDS (Help Desk Solution) system; document, verify and make appropriate corrections to the incident record and customer profile, ensuring thorough documentation of problem description and all subsequent activity; updates work orders and provides status information.
• Escalate customer problems both internally and externally, when required, according to defined escalation paths.
• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches.
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards.
• Allocates engineer appointment times for jobs requiring multiple resources on-site; assigns and distributes workload to Customer Engineers to meet Service Level Agreements (SLAs) across broader areas.
• Acquire and maintain current knowledge of relevant product offerings and support policies; assist in special product-related issues as needed.
• Participate in team projects that enhance the quality or efficiency of help desk service; guide team in effective planning.
• Position is responsible for overall IM system implementation and management.
• Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; establish procedures for system maintenance, backup, testing, and daily operations; database creation, maintenance, and integrity.
• Coordination of testing for new devices, dispatching procedures, etc., for certification before implementation in live environment; coordinates project start-up activities.
• Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems, and organization.
• Requires rotation in work hours involving weekend, holiday or extended hours.

BASIC QUALIFICATIONS:

• High School Diploma
• 0-2 years related experience
• Understanding of ATM fault management and call management procedures
• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
• Basic PC/Microsoft Office skills and telephone skills

PREFERRED QUALIFICATIONS:

• Associate’s Degree preferred
• 2+ years of related experience
• Self-driven to analyze with existing data & drive with team; result oriented to deliver timely productivity; ability to work under pressure in flexible working hours.
• Leadership skills, including: ability to gain support and commitment from others and motivate others to action, ability to establish teams organized to accomplish goals, clarify priorities, roles, and responsibilities, and ability to convey a sense of urgency and drive issues to closure.
• Communication skills, including: ability to effectively communicate to customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, adapts communications to the intended audience, ability to listen to understand and fosters open communications.
• Experience with a bank or armored car company in cash management, branch operations, or cash operations would be an advantage; previous exposure in ATM Cash & EOD Process would be an advantage.