Job Purpose
This position is responsible for monitoring and troubleshooting ATMs, hosts and transition authorization approvals in a Help Desk / Service Desk environment. Providing monitoring and support on issues related to ATMs and POS/ATM transaction authorization hosts; making and receiving calls, troubleshooting alerts and documenting steps taken.

Job Responsibilities
* Monitor and troubleshoot ATM hardware and telecommunication incidents
* Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents.
* Research and investigate customer inquiries related to ATMs issues.
* Document reported issues, troubleshooting steps and actions taken.
* 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

Job Requirements

* Proficiency with computers and related office equipment.
* Excellent customer service with strong verbal and written communications skills required.
* Proven ability to analyze and resolve problems with attention to detail.
* Knowledge of the financial services industry a plus but not required.
* Required to work flexible schedule, including overnight shifts and weekends.
* High School Diploma is required.
* Knowledge of the financial services industry, ITIL, Six Sigma or Gasper a plus but not required.

In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.