Lead Specialist - ATM Ops Support
Company: ManpowerGroup
Location: Albany
Posted on: June 24, 2022
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Job Description:
**Location:**555 Patroon Creek Boulevard - Albany, New York
12206Typical work hours are **11:30-8:00 (EST) Monday thru Friday**
and additional hours as needed.**This position can be filled
remotely!****Team Culture**Payment and Deposit Operations fosters a
culture founded on accountability, teamwork, leadership,
intellectual curiosity and a balanced foundation between work and
personal life.**Job Functions and Competency Overview:**Responsible
for providing ATM technical support for branches and vendors.
Position focus is on technical/functional phone support to our
internal Key Employees, contractors and vendors. This position is
primary phone support for these applications. The ATM Support Desk
hours of operations are 24/7.**Responsibilities/Competencies:**+
Resolve incoming client calls based on departmental goals - minimum
88%.- Maintain an average handle time of 8 minutes- Perform initial
problem determination by asking client troubleshooting questions in
a systematic manner.- Focus on the delivery of excellent service. -
Consistently utilize troubleshooting skills and tools for maximum
efficiency and effectiveness.- Assess initial impact in incident
record; set record priority level as well as escalates in a timely
manner.- Capture large scale customer group impact problem
escalation opportunities' in a timely manner.- Promptly notify
Critical Incident Center of urgency issues after collecting
required information for escalation.- Detect patterns of callbacks
affecting client or environment, assess impact and take action.-
Take ownership and responsibility of client technical/functional
problems.- Lead by example; independently makes decisions on course
of action to get the client back in to production in a timely
manner.- Be a positive, professional resource for clients and
support partners'.- Utilize resources - knowledge, news alerts,
senior associates and managers.- Manage challenging calls, maintain
control.- Take opportunities' to keep clients well informed during
the call.- Multitask when handling departmental group chats.-
Maintain the Service Manager knowledgebase with current ATM
knowledge- Gather data necessary for application specific
reports**Preferred Qualifications:**- 1- 3 years of relevant work
experience- IT Associates, Bachelor's degree or IT Certification
preferred- 1 to 3 years' experience with ATM Support preferred-
Basic knowledge of ATM Operations strongly preferred- Effective
telephone skills- Effective communication skills- Ability to make
sound decisions based on logical reasoning- Commitment to team
concept- Effective problem determination skills- Effective
listening skills- Ability to work in a fast-paced & high-volume
environment- Basic working knowledge of Service Manager
preferredKeyCorp is an Equal Opportunity and Affirmative Action
Employer committed to building a diverse, equitable and inclusive
culture. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, disability, veteran
status or other protected category.Qualified individuals with
disabilities or disabled veterans who are unable or limited in
their ability to apply on this site may request reasonable
accommodations by emailing .ManpowerGroup is committed to providing
equal employment opportunities in a professional, high quality work
environment. It is the policy of ManpowerGroup and all of its
subsidiaries to recruit, train, promote, transfer, pay and take all
employment actions without regard to an employee's race, color,
national origin, ancestry, sex, sexual orientation, gender
identity, genetic information, religion, age, disability, protected
veteran status, or any other basis protected by applicable law.
Keywords: ManpowerGroup, Albany , Lead Specialist - ATM Ops Support, Other , Albany, New York
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