ATM Technical Support Agent

Employer
Capital One
Location
Glen Allen, Virginia, United States
Posted
Oct 05, 2022
Closes
Oct 29, 2022
Ref
R156984
Function
Finance
Hours
Full Time
Knolls 5 (12022), United States of America, Glen Allen, Virginia

ATM Technical Support Agent

Summary:

As an ATM Technical Support Agent, you will be responsible for supporting our production fleet by providing technical support to ATM Field Service Technicians and driving first time resolution to complex equipment and process issues. You will be the first contact for branch and cafe associates in need of technical assistance via the phone or email.

The ideal candidate will possess outstanding communication and negotiation abilities. Is Tech savvy with knowledge of computers, networks. Is able to work under pressure and has the ability to multi-task, set priorities and manage time effectively.

Responsibilities:
  • Answer inbound calls from Field Service Technicians requesting assistance on repair issues
  • Assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes to technical issues and drive first time resolution to issues.
  • Use Capital One proprietary remote management tools to remotely resolve issues at the ATM.
  • Document call information in appropriate databases
  • Advise branches and cafe staff on ATM operation, maintenance and procedural issues.
  • Participate in after-hours and weekend shift rotations as defined by a predetermined schedule.
  • Create and revise process documentation to reflect current operational procedures
  • Support branch and cafe associates in resolving first-line maintenance problems
  • Manage a steady volume of phone calls with a high degree of professionalism
  • Interact effectively with a variety of contacts including construction, armored courier, data network, and OEMs
  • Diagnose, troubleshoot, and resolve issues by questioning callers about the issues they are facing in a detailed fashion in order to understand the problem and provide appropriate corrective action
  • Train other staff members on troubleshooting and diagnosing problems
  • Identify and suggest possible improvements on procedures
  • Signal anomalies and trends to leadership


Requirements:
  • High School Diploma, GED, or equivalent certification or military experience.
  • At least one-year experience with servicing and repairing ATMs.
  • At least one-year experience in Microsoft Office or Google Productivity Tools


Preferred Qualifications:
  • Bachelor's Degree
  • NCR Certification.
  • At least one-year working experience as an IT Help Desk Technician
  • Lean, Agile, Six Sigma, BPM or Project management certifications
  • At least one-year Knowledge of Scaled Agile Framework.


No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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