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Customer Support Agent ( Part Time)

Location: Calgary, AB, Canada
Job # 9611779
 
Overview of Position:
The Customer Support Agent is our first line of contact and support for our customers. Reporting to the Supervisor, Call-Centre, we work together to improve customer service, and to address the ongoing customer needs in a timely fashion and in a professional manner.
Experience & Skills:
  •  Minimum of 2 years Call Centre experience or Customer Service experience
  •  Minimum of high school diploma required
  •  Experience servicing key corporate and/or Financial Institution clients
  •  Strong diagnostic skills
  •  Professional and pleasant phone etiquette
  •  Experience with transaction processing and ATM environment an asset
  •  Bilingual English/French an asset
  •  Experience with MS Office (Word, Excel, Access, PowerPoint)
  •  Strong computer /technical skills
  •  Accpac knowledge
  •  Able to repair and assemble mechanical items
  •  Must be available to work on shifts scheduled any day of the week Monday to Sunday and until midnight
  •  Must have a clear background check
Specific Responsibilities:
  •  Answer customer service and technical calls to resolve problems
  •  Log all calls in Heat program and manage open calls as well as follow up calls
  •  Use smart switch program to identify customers
  •  Aid locations with technical difficulties, diagnosing and processing transactions
  •  Journal Request Processing
  •  Use transaction detailed reports to assist terminal owners with balancing
  •  Use website and Intranet Terminal Tools
  •  Retrieve voice mail from both personal and group boxes, return calls in a timely manner
  •  Order parts
  •  Process service authorizations
  •  Fax documents to sites when requested
  •  Aid in the completion of the Zeros report
  •  Troubleshoot
  •  General understanding of all ATM, POS and Convertrex terminals.
  •  Answer multi lined phones concerning technical and customer service inquiries
  •  Review and understand manuals
  •  Assist other departments with work overload
  •  Monitor sites to ensure they are up and running
  •  Verify sites information (Contact name, address and phone number)
  •  Contact third party technicians
Core Competencies:
  •  Exceptional customer service skills
  •  Excellent oral and written communication skills
  •  Results oriented with bias for action
  •  Proven analytical, problem solving and reporting skills
  •  Attentive to detail
  •  Ability to multitask and to work well under pressure to deliver results
  •  Strong work ethic
  •  Ability to maintain confidentiality
  •  Proactive and innovative
  •  Flexible and adaptable
  •  Able to grasp new concepts quickly
  •  Able to work autonomously
Cardtronics is an equal opportunity employer
 
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