Job Summary

The Technical Support Representative is responsible for providing prompt, accurate, and professional support to customers and stakeholders. The role involves handling customer inquiries, ATM-related complaints, service requests, and coordination with internal teams to ensure high service availability and customer satisfaction in line with SLA requirements.

Key Responsibilities:

• Act as the first point of contact for customer inquiries related to ATM technical issues, availability, and transactions.
• Log, track, and resolve customer complaints, incidents, and service requests through designated ticketing systems.
• Coordinate with technical, operations, and vendor teams to ensure timely issue resolution.
• Maintain detailed records of customer interactions, issue resolutions, and follow-ups.
• Support shift-based operations, including weekends or holidays, if required.
• Maintain confidentiality and compliance with security, data protection, and regulatory requirements

Required Skills & Competencies:

• Strong verbal and written communication skills
• Customer-centric approach with excellent problem-solving abilities
• Ability to handle high-pressure situations and manage multiple cases simultaneously
• Proficiency in using CRM tools, and basic MS Office applications
• Attention to detail and strong documentation skills
• Ability to follow standard operating procedures and escalation protocols

Educational Qualifications:

• Bachelor’s degree or diploma in Business Administration, Communications, IT, or a related field
• Relevant customer support or call center experience is preferred

Experience Requirements:

• 6 months – 1 year of experience in Technical support, ATM operations, financial services, or telecom environments

Key Performance Indicators (KPIs):

• SLA compliance and resolution turnaround time
• First Contact Resolution (FCR) rate
• Customer satisfaction and complaint closure quality
• Accuracy of ticket logging and documentation