Senior Specialist ATM Ops Support

Profile

Location:4910 Tiedeman Road - Brooklyn, Ohio 44144This position will work 4-10 hours days each week. Thursday & Friday 9:00 am to 7:30 pm, Saturday 8:00-6:30 pm, and Sunday 10:30 am-9:00 om EST.This position is a work from home opportunity! 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-Support Wire Operations-Handling of wire transactions and messages in Dovetail and other administrative tasks -Fedline System and testing assistance for LOB partners 4 day 10-hour/day week. Thursday and Friday 9-7:30p.m. Saturday 8-6:30p.m., Sunday 10:30-9p.m. additional hours as needed. 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-Basic knowledge of Wire Operations- Fedline Experience- 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 preferredThis position can be filled remotely!Standard work schedule: Tues-Saturday 8:30-5:00 ESTKeyCorp 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 .KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualifie

Company info

KeyCorporation
Website : http://www.key.com