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Service Operations Support Representative

Managed Services
019548 Requisition #
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As the single point of contact (SPOC), this position is focused on providing outstanding customer and technical service in support of managed services bank customers, ATM network. Reporting to the Operations Manager, the Service  Operations Representative is responsible for interacting with clients, other employees and third party vendors to resolve issues using hardware and software systems through defined process and techniques. Working in a 24 hours, 7 days a week, and 365 days a year environment, the Customer Service Desk Representative will also ensure that all problems and questions are documented, researched, escalated if necessary, and monitored until resolved.

Essential functions for this position include but are not limited to the following:
· Monitoring and administering managed services bank customers ATM fleets in relation
 to performance, to ensure SLAs pertaining to processing and uptime availability are
· Monitoring and administering corrective actions to ensure expedient resolution is
· Performing support desk functions of taking customer calls and responding to email in
 the support of resolving issues
· Documenting and providing timely updates on incidents as they occur
· Providing technical support pertaining to bank customers, internal and external vendors
 and 3rd party service providers
· Acting as primary escalation point for internal and external customers regarding issues
 on various bank ATM terminals
· Escalating to Sr. Support and Management as major incidents and problems occur 
- HS diploma or equivalent required. Some industry specific (ATM, Financial and or IT) post secondary computer/technical or associate's degree
 education preferred.
- Minimum of 3 years in a similar role within a technical customer service/support
- Position requires a self-motivated individual who is able to work independently or in a team environment with strong
 technical, analytical, communication and problem solving skills
- Demonstrates a customer-focused and action oriented approach
- Possess excellent interpersonal skills
- Possess strong computer skills with demonstrated proficiency working with MS Office suite (Word, Excel, Outlook)
- Ability to troubleshoot and solve problems with a large degree of independence
- Possesses autonomy, initiative, and a strong sense of accountability
- Capacity to meet deadlines and to work under pressure 
-Flexibility to work a variety of shifts, including evenings, weekends and overnights
- Experience working in a contact center environment, with an understanding of equivalent operational experience

Diebold Nixdorf, Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status. 

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