Job Details: Network Support Rep (call center)
| Job Title: | Network Support Rep (call center) |
| Job ID: | DevB |
| Company: | Threshold Financial Technologies Inc. |
| Position Type: | Permanent |
| Pay Rate: | $19/hr |
| Skills: | Minimum two years providing technical support in a call centre environment for mission |
| Date Posted: | Jun-19-08 |
Network Support Representative
Threshold's Support Centre provides service to merchants, financial institutions and Cardholders in a 7/24/365 call centre environment. The Network Support Representative (NSR) role provides knowledgeable expertise in diagnosing and troubleshooting ATM communication and system outages issues, for mission critical Threshold systems.
A NSR is responsible for actively monitoring the state of health of various platforms within the environment using the monitoring tools provided, and reacting to alerts triggered by those systems. By liaising with the necessary departments, this position is responsible for remote management and first level support of system outages as well as managing any general incidents and keeping internal and external resources informed of issues through to resolution.
Responsibilities:
• Document all events and actions taken in Threshold's ticket tracking system and incident management processes.
• Provide incident management support according to defined procedures for items such as system outages including switch interfaces, banking system connections, communication circuit failures, settlement processing jobs and delivery of scheduled reports
• Second level ATM communication troubleshooting and support, coaching service technicians and Threshold merchants through step-by-step processes and procedures over the phone, as required
• ATM remote services management including tracking and downloading of journals, providing remote downloads, coupon configuration, and screen changes (as required)
• Assistance with new and ongoing departmental projects as required, including development and refinement of operating procedures
• Provide support to Customer Service Representatives by assisting with receiving telephone calls and emails as well as ensuring the timely closure of all service calls and trouble tickets during busy periods
• End of shift reporting to management
• Other duties as assigned
Education
Post Secondary Education preferred
| Location: [rss] | Canada-ON-Mississauga |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Sabrina |
| Contact Phone: | 905-678-7373 |
| Contact Email: | recruit@threshold-fti.com |
| URL: | http://www.threshold-fti.com |
Principals only. Recruiters, please do not contact this job poster.
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