Systems Specialist

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Job Overview

ATM Service Center Analyst

CO5 System Specialist – ATM Service Center

The ATM Service Center Analyst is responsible for ATM monitoring and comprehensive ticket management of Citibank’s ATMs. This role requires close collaboration with various Citigroup technology, operations teams, and external vendors globally. You will be instrumental in directing vendors and other support teams on the current status of ATMs, providing end-to-end ticket oversight, and ultimately driving issues to final resolution. A critical aspect of this role involves providing excellent customer service, supporting inbound and outbound calls, live chat, and email communications, accurately documenting all customer concerns, and assisting with inquiries related to Global ATMs and door poppers. This role is ideal for a results-driven, proactive team player who is committed to excellence in service delivery. This role requires adherence to day/swing shift schedules, US hours

PRINCIPAL DUTIES AND RESPONSIBILITIES

• This is a phone-based role requiring support for both inbound and outbound calls during assigned shifts, providing direct support to ATMs.

• Manage all inbound and outbound calls in strict adherence to established procedures, ensuring comprehensive resolution of customer concerns.

• The Service Desk operates 24x7, 365 days a year (including weekends and holidays), reflecting our commitment to continuous service.

• Deliver exceptional customer service, acting as a primary point of contact for ATM-related issues and inquiries.

• Subject Matter Experts (SMEs) may be required to support the training of new team members.

• Report and proactively follow up on aging and reoccurring ATM issues with both internal teams and external vendors to prevent prolonged disruptions.

• Act as a key technology advocate for business and customers, providing comprehensive support and insights.

• Effectively monitor and manage all incoming tickets, email communications and live chats, ensuring responses and resolutions are provided within established Service Level Agreements and in strict accordance with ATM Service Desk procedures.

• Continuously monitor all ATM monitoring applications, promptly escalating any identified issues according to defined procedures.

• Effectively communicate issue statuses and updates with business users and vendor service providers as needed.  

• Perform remediation of incidents and ATM errors utilizing canned monitoring tool functions and detailed procedural documentation.

• Team members are expected to take responsibility in reviewing and optimizing current workflow processes to ensure their accuracy and efficiency.

• Undertake any other responsibilities assigned by Lead or Manager to support the ATM Team’s objectives or individual professional growth.

• Stay current with all procedures and ensure adherence to new or updated procedures published on the SharePoint portal.

Technical Knowledge/Skills Required

• Strong communication skills in english, both verbal and written, is essential for effective interaction with customers and stakeholders.

• Ability to work various shifts, including 2nd and 3rd shifts, and up to one weekend day, to support our 24x7 global operations.

• Ability to follow complex and unique processes and adapt to changes rapidly within a dynamic environment.

• Analytical thought processes are needed to resolve issues in a variety of complex and often unique situations.

• Ability to manage multiple issues concurrently in a fast-paced, deadline-driven environment.

• Superior organizational skills are needed to manage several issues and follow-ups simultaneously, ensuring no detail is overlooked.

• Strong problem-solving abilities and meticulous attention to detail are critical for accurate diagnoses and resolutions.

• Prior experience in a call center and customer service environment is required

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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