Professional, Help Desk

Fiserv, Inc. - Pune, Maharashtra

Essential Job Responsibilities:

  • Actively own and resolve ATM (hardware and telecommunication) incidents that are generated via the standard monitoring tools, working closely with ATM vendors and other internal or external partners.
  • Pro-actively manages ATM incidents to ensure timely resolution and appropriately document comments and escalation. Common tasks include:
  • Researching ATM performance/health.
  • Resolving ATM failures (e.g., ATM load/reboot)
  • Requesting or escalating ATM vendor service.
  • Requesting cash replenishment.
  • Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents. Driving First Line Maintenance/Second Line Maintenance closure for calls.
  • Monitor and troubleshooting POS Transaction Authorization Hosts and Transaction Denials.
  • Ensure incident documentation is well-written and easily understood and actionable by vendors and partners.
  • Ability to develop extensive knowledge of ATM processes and technology.
  • 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.
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