New

ATM Support Desk Specialist (Hybrid)

KeyBank
United States, New York, Albany
Jun 07, 2025
Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144 Location: This position is a hybrid opportunity requiring 1-2 days per week in office. Position can be located at Key Facilities at 4910 Tiedeman Road Brooklyn, OH, or555 Patroon Creek Blvd, Albany NY. Hours: Typically, Monday- Friday 9:00am-5:30pm. Saturday rotation once every 6-8 weeks from 9:00am-1:00pm. Additional hours as needed. JOB SUMMARY Provide technical phone support for ATM operations, ensuring timely and effective service for internal staff and vendors in a collaborative team environment. ROLES AND RESPONSIBILITIES - Respond to incoming client calls and resolve technical issues, meeting departmental goals. - Maintain an average call handle time of 8 minutes. - Troubleshoot issues systematically and efficiently during client interactions. - Escalate critical incidents promptly and provide detailed information as needed. - Identify and address recurring problems or widespread issues. - Manage call priorities, multi-task in group chats, and keep clients informed throughout each call. - Update and maintain the Service Manager knowledgebase with current ATM information. - Collect and prepare data for application-specific reporting. - Serve as a professional and reliable resource for clients and support partners. QUALIFICATIONS MUST HAVE - At least 1 year of relevant work experience. - Strong telephone etiquette and effective communication abilities. - Sound decision-making and logical reasoning skills. - Team-oriented mindset and demonstrated problem-solving capabilities. - Strong listening skills. - Ability to manage multiple tasks under pressure in a fast-paced, high-volume setting. QUALIFICATIONS NICE TO HAVE - Experience with ATM support (minimum 1 year preferred). - Basic knowledge of ATM operations. - Previous experience using Service Manager. COMPENSATION AND BENEFITS This position is eligible to earn a base hourly rate in the range of $21 to $23 per hour depending on location and job-related factors such as level of experience. Please click here for a list of benefits for which this position is eligible. Job Posting Expiration Date: 07/10/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.