Customer Support Executive(ATM'support)

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Bachelor of Computer Science
**Travel Percentage**:
0%
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

**About the team**:
It’s an amazing opportunity to join a Talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions.

**What you will be doing**:
**ATM Support**:
Provide client/customer request for ATM status, cash totals and last transaction information. Hub for ATM connectivity, installation, upgrade and general support. Offers support for various types of ATMs and network connectivity protocols driven by the FIS Connex platform.

The ATM Support Desk provides clients with a single point of contact for ATM connectivity and feature/functionality issues along with support for ancillary ATM driving products. The team:

- Provides ATM status/transaction/cash on hand information.
- Send commands (load, RKDS, stack purge, stop/start, etc) on ATM machines.
- Assist newly installed/upgraded/replaced ATM machines.
- Working with Configuration Management to ensure that the relevant databases are up-to-date.
- Bring an ATM machine out of service or temporarily as required by clients.
- Bring an ATM offline permanently when being decommissioned/removed.
- Create open issue tickets for ATM machine related problems requiring level 2 investigation/resolution.

ATM Monitoring

Contact clients when their ATMs are down due to loss of communication.

Create tickets for lost communications if the AMS Gasper system fails to generate a ticket.

Escalate lost communications tickets to appropriate departments/network service providers.

Update open lost communication tickets until resolved.

Monitor ATM communication status under the BCFS switch.

**What you bring**:

- Prior experience in an international call center handling a technical process.
- Any experience in ATM Service Desk / ATM Technical Support with good communication skills would be an added advantage.

**Education Requirements**:
Bachelor’s degree or the equivalent combination of education, training, or work experience.

**What we offer you**:

- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A broad range of professional education and personal development possibilities - FIS is your final career step
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities

**Privacy Statement**

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

**Sourcing Model**

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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