Tech Support/Call Center Rep

  • location: Charlotte, NC
  • type: Contract
  • salary: $13 - $16 per hour
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job description

Tech Support/Call Center Rep

job summary:
Job Description:

  • Following established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity.
  • Documents and may resolve basic problems regarding business applications and hardware and software.
  • Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction.
  • Escalates to senior staff when solution is unclear.
  • Reports problems with procedures. 6+ months IT experience.
location: Charlotte, North Carolina
job type: Contract
salary: $13 - 16 per hour
work hours: 9am to 6pm
education: Bachelors
Job Summary:

  • This requisition is to fill the role of an ATM Support Group technical service specialist.
  • This position is responsible for responding to telephone inquiries, monitoring the ATM Network and troubleshooting ATM and Teller Cash Dispenser faults following established guidelines.
  • Candidate must have the ability to multi-task in a fast-paced environment.
  • Analysts are accountable for documenting inquiries, repair requests, and resolving or directing requests to the appropriate area or vendor.
  • Analysts are expected to escalate to senior staff when solution is unclear, report problems with procedures and identify process improvements.

  • Process all incoming telephone requests from stores, vendors, and internal business partners to resolve hardware, software and communication issues.
  • Monitor production queue for 13,000+ ATM Network to ensure dispatches are resolved within SLA guidelines and escalations are handled timely
  • Troubleshoot device faults and trend chronic issues to minimize impacts to network availability
  • Must be able to provide telephone support for 10-15 calls per hour
  • Must be able to work 15-20 dispatches per hour.
  • NOTE: The department is open on all bank holidays.
skills: Desired Qualifications

  • Knowledge and understanding of technical service support
  • Excellent verbal, written, and interpersonal communication skills
  • Call center experience
  • 2+ years of customer service experience
  • Strong research and documentation skills
  • Good analytical skills with high attention to detail and accuracy
  • Ability to manage multiple and competing priorities
  • Intermediate Microsoft Office skills

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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