CALL CENTER REPRESENTATIVE - TECHNICAL SUPPORT
A leading provider of ATM and IT infrastructure services. With a unique approach that is focused on customer service, partnering with banks, credit unions, and financial institutions to be the single point of contact to resolve any technical issue and ensure operational readiness. We offer big bank service that's accessible and affordable to every financial institution.
Our full suite of ATM and IT infrastructure solutions is fully configurable to meet the needs of each customer, with a dedicated support staff trained across all operating platforms. Our team ensures their operations are up-to-date with today's complex information security protocols, and are fully compliant with third-party supplier requirements.
By partnering with us, customers simplify vendor management and replace multiple vendors with a dedicated single point of contact for everything from desktop support to digital marketing. Our experienced team has been supporting major banking and financial institutions for over 20 years, allowing them to focus on business needs and growth strategy, with the confidence that their operations will be up and running at all times.
Position: Technical Call Center Representative
Type: 6-month contract
Responsible for the daily oversight and complete SLA Management for all customer facing and impacting activities. As a member of a dynamic & fast paced team, the Service Delivery Agent (SDA) will assist with the quickest and most efficient resolution or all events impacting our customers operations. The SDA will provide non-technical guidance and technical assistance as requested while simultaneously providing, 'Cradle to Grave' oversight of the entire trouble management flow. This oversight ensures customer expectations are exceeded and support model obligations are surpassed. The Service Delivery Agent role provides Level 1 technical support, interacts and escalates to Level 2 / Level 3 as required and should have the capability of managing a technical incident throughout its life span.
- Work within a technical call center environment
- Provide a complete real time view of the health of support models
- Assist in the management of daily support resources to minimize resource strain
- Makes decisions on resource assignments to ensure customer/contractual commitments are met
- Support consistent and concise information sharing and overall data integrity
- Handle management and customer escalations in a professional and concise manner.
- Preform remote resolution and provide proactive solutions to customer incidents.
- Level 1 troubleshooting of technical issues in a fast-paced environment.
- Ability to work independently and as party of a group as workload dictates.
- Deliver centralized technical project support as required
- Ability to work an off shift and can accommodate a flex work schedule as business requirements require
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.