ATM Support Analyst - Bilingual

Job Description

ATM Support Analyst:
On behalf of our Banking client, Procom is searching for an ATM Support Analyst for a 6 month contract role. This position is a hybrid position with 3 days onsite at our client’s Toronto office.

ATM Support Analyst - Job Description:
The ATM Support Analyst provides first-line bilingual technical support for Automated Teller Machines (ATMs) across Canada and the US. The role involves monitoring ATM health and performance, resolving issues efficiently, and ensuring excellent customer service.

ATM Support Analyst - Responsibilities:
• Provide first-line bilingual technical support to branch staff for ATMs in Canada and the US
• Handle 200-300+ calls per day, adhering to strict SLAs
• Offer phone support for NCR ATM hardware/software issues
• Collaborate with non-technical branch staff and third-party vendors
• Monitor for ATM failures and address issues promptly
• Identify and solve problems using existing tools
• Escalate issues when necessary
• Document all problems and interface with support groups

ATM Support Analyst - Mandatory Skills:
• Strong customer support/service skills
• Excellent verbal and written communication skills
• Process-oriented and dependable
• Ability to operate in a fast-paced team environment
• Knowledge of networks and network applications
• Analytical skills and problem-solving capabilities
• Experience in Help Desk environments and technical support

ATM Support Analyst – Nice-to-Have Skills:
• Strong knowledge of ATM machines
• Experience with NCR ATMs
• Familiarity with financial services industry
• Bilingual proficiency in French and English
• Experience interfacing with external support groups

ATM Support Analyst – Assignment Length:
This is a 6 month contract position.

ATM Support Analyst - Start Date:
ASAP.

ATM Support Analyst - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid position requiring 3 days in the office.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.