Incident Management Agent (Night Shift)

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 customer 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 problem
• Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile ensure 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:

Associates 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 companys 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

Information :

• Company : ASTA INNOSYS PTE. LTD.
• Position : Incident Management Agent (Night Shift)
• Location : Singapore
• Country : SG