ATM Phone Support Technician - W2

Insight • Columbus, OH

7d • Onsite

About The Position

As a team member on the ATM Deployment and Installation Team (DIT), you will be part of a team that strives to enhance employee and vendor experience through managing ATM projects related to new installations, replacements, and temporary moves to accommodate real estate projects. The DIT Team is a part of the ATM Monitoring Group (AMG), which supports more than 15k ATMs by monitoring active technician dispatches and the overall health of the devices across the entire fleet. You will be part of a team of analysts that executes on the ATM projects listed above, as well as a liaison between support groups that help provide a pathway to resolution assistance. AMG partners with various teams, including Technology, Real Estate, third-party suppliers, and ATM hardware and Cash Supplier Management to maintain the Chase ATM fleet.

Requirements

• Previous background working in a large environment supporting the deployment and configuration of technology devices in the retail financial industry.
• Specific experience supporting ATM technicians in installation steps in the field and software load/configuration from a remote support location.
• Strong understanding of the various support roles of cash vendors, security vendors, ATM technicians, and other trades required to install an ATM.
• Ability to work in a fast-paced environment with the ability to multi-task inbound/outbound phone calls, application of department/install process, updating project details, and manage concurrent issues.
• Strong troubleshooting skills leveraging a combination of documented procedures/resolution steps and using analytical problem-solving skills to resolve issues.
• Strong communication skills when interacting with technology and non-technology stakeholders.

Responsibilities

• Managing ATM projects related to new installations, replacements, and temporary moves to accommodate real estate projects.
• Monitoring active technician dispatches and the overall health of devices across the entire fleet.
• Executing on ATM projects as an analyst.
• Acting as a liaison between support groups to provide resolution assistance.
• Partnering with various teams, including Technology, Real Estate, third-party suppliers, and ATM hardware and Cash Supplier Management to maintain the ATM fleet.
• Supporting the deployment and configuration of technology devices in a large environment within the retail financial industry.
• Supporting ATM technicians in field installation steps and software load/configuration from a remote support location.
• Working in a fast-paced environment with the ability to multi-task inbound/outbound phone calls, apply department/install processes, update project details, and manage concurrent issues.
• Troubleshooting issues using documented procedures/resolution steps and analytical problem-solving skills.
• Communicating effectively with technology and non-technology stakeholders.

Benefits

• Opportunity to convert to a permanent position
• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Access to 11 thriving and diverse Teammate Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed