[Hiring] Service Operations Representative @Three Point Solutions, Inc.

Role Description

As the single point of contact (SPOC), this position focuses on providing outstanding customer and technical service in support of managed services bank customers' ATM network. Reporting to the Team Manager, the Service Operations Representative is responsible for:

• Interacting with the client and third-party vendors to resolve issues using hardware and software systems through defined processes and techniques.
• Ensuring that all problems and questions are documented, researched, escalated as necessary, and monitored until resolved.

Essential Functions include:

• Monitoring and administering Managed Services bank customers' ATM fleets to ensure SLAs related to processing and uptime availability are achieved.
• Administering corrective actions to ensure expedient resolution.
• Performing support desk functions such as taking customer calls and responding to email communications to resolve issues.
• Documenting and providing timely updates on incidents as they occur.
• Providing technical support to Managed Services Bank Customers, including troubleshooting and resolving technical problems related to hardware, software, and network systems, internal and external vendors, and third-party service providers.
• Acting as the primary escalation point for internal and external customers regarding issues on various Bank ATM terminals.
• Performing related duties as required or requested by the Team Manager.

Qualifications

• HS diploma or equivalent required.
• Some industry-specific (ATM, Financial, and/or IT) post-secondary, computer/technical education preferred.
• Minimum of 3 years in a similar role within technical customer service/support with a demonstrated customer focus and action-oriented approach.
• Experience working in a contact center environment, with an understanding of equivalent operational experience.
• Strong technical, analytical, communication, and problem-solving skills.
• Excellent interpersonal skills.
• Autonomy, initiative, and a strong sense of accountability.
• Strong computer skills with a working knowledge of MS Office applications (Word, Excel, and Outlook).
• Ability to troubleshoot and solve problems over the phone or via email with a large degree of independence.
• Commitment to providing excellent customer service in a fast-paced, multi-tasking environment.
• Strong problem-solving and teamwork skills.
• Capacity to meet deadlines and work under pressure with a strong sense of accountability.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Bilingual skills (e.g., English/French) are an asset but not required.

Requirements

• Performs other related responsibilities, as assigned, to support specific department/business needs.
• This role is essential for maintaining the performance and reliability of the ATM network for managed services bank customers, ensuring high standards of customer service and technical support.