ATM Helpdesk

Job Summary

The ATM Help Desk Specialist provides technical support and assistance to customers and field technicians regarding ATM-related issues. This role involves troubleshooting hardware and software issues, coordinating service calls, and ensuring minimal downtime for ATM operations.

Key Responsibilities

1. Customer Complaint Resolution

· Card Issues: Assist customers with issues like card jams and card retention by providing guidance and coordinating with field service teams if necessary.

· Transaction Discrepancies: Investigate and resolve transaction issues, including:

a) Transactions with incorrect amounts

b) Money jams during deposit

c) Money not dispensed, but balance deducted

d) Failed transfer transactions

2. Remote Problem Handling

· Receipt and Display Issues: Troubleshoot remote issues like receipt printing errors, blank CRM screens, and non-responsive touch screens.

· Device Issues: Provide support for issues such as:

a) Unresponsive touch pin pads

b) Problems with the topper (secondary display)

c) Detection of unknown devices on the pin pad

d) Foreign objects in the exit shutter

3. Support Monitoring and Alerts

· CRM Low Balance: Monitor and alert the team when CRM balances are low, ensuring timely replenishment to avoid downtime.

· CRM Full Capacity: Track CRM capacity alerts and coordinate cash pickups

Skills:

• Strong troubleshooting and multitasking skills.
• Excellent communication skills for clear, customer-friendly support.

Job Type: Contract
Contract length: 12 months

Pay: RM2,000.00 - RM2,200.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Day shift
• Night shift
• Rotational shift