Account Support AnalystThe Account Support Analyst I assists the Account Support Analyst III to establish and oversee all aspects of service and operational relationships for assigned customers. The Account Support Analyst I reviews a portfolio of customer accounts for multiple retail customers where Client/Cardtronics ATMs are utilized. The Account Support Analyst I is responsible for the administration of planning, execution and documentation of ATM Installs, Moves, Adds and Change (IMAC) activity and customer reporting.
The role focuses on service excellence to ensure we meet customer contractual expectations.Essential Functions:Secondary customer contact between Client/Cardtronics and the assigned retail clients including communication, problem resolution & escalation of issues on behalf of the clientPartner with Account Support Analyst III to ensure the customer expectations and requirements are met per the service contract including SLA and branding compliancePerform reviews of each client portfolio to identify performance issues and work with the appropriate parties to resolve the problemAssist with (ATM Moves, Installs, De-installs) for Account Support Analyst IIIBilling duties include - review of customer billing and SLA's against contract, gathering supporting documentation for Accounting to submit invoices timely and ensure fees are accurately set up within the customer profileEscalation of down ATMs and review of ATMs not transactingReview of Site Issues with assigned clientsAnalyzing and maintaining data points/spreadsheetsPerform additional duties as assignedSupervisory Responsibility: N/ATravel: N/ARequired Education and Experience:Strong organizational, time management and critical thinking/problem solving skillsStrong oral and written communication skillsProficient in Microsoft Office applications with strong Excel capabilitiesAbility to work effectively on a teamHigh School Diploma or equivalent requiredPreferred Education and Experience:CORE (Internal)ORACLE (Internal)Cardlink (Internal)Doc-Link (Internal)Device Manager (Internal)Microsoft Office – Particularly ExcelQuick BaseAdditional Eligibility Requirements:Remote network access to be required if utilizing the hybrid work model, company laptop providedMust be able to work in an environment requiring telephone and computer work and be able to handle multiple issues simultaneouslyMust be a self-motivated individual with strong attention to detailMust be able to express and follow the company Values, Mission, Principles and ProceduresMust be able to work in a fast paced environment, quickly respond and prioritize between multiple demands