Account Support Analyst

Account Support Analyst

The 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 client
• Partner with Account Support Analyst III to ensure the customer expectations and requirements are met per the service contract including SLA and branding compliance
• Perform reviews of each client portfolio to identify performance issues and work with the appropriate parties to resolve the problem
• Assist with (ATM Moves, Installs, De-installs) for Account Support Analyst III
• Billing 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 profile
• Escalation of down ATMs and review of ATMs not transacting
• Review of Site Issues with assigned clients
• Analyzing and maintaining data points/spreadsheets
• Perform additional duties as assigned

Supervisory Responsibility: N/A

Travel: N/A

Required Education and Experience:

• Strong organizational, time management and critical thinking/problem solving skills
• Strong oral and written communication skills
• Proficient in Microsoft Office applications with strong Excel capabilities
• Ability to work effectively on a team
• High School Diploma or equivalent required

Preferred Education and Experience:

• CORE (Internal)
• ORACLE (Internal)
• Cardlink (Internal)
• Doc-Link (Internal)
• Device Manager (Internal)
• Microsoft Office Particularly Excel
• Quick Base

Additional Eligibility Requirements:

• Remote network access to be required if utilizing the hybrid work model, company laptop provided
• Must be able to work in an environment requiring telephone and computer work and be able to handle multiple issues simultaneously
• Must be a self-motivated individual with strong attention to detail
• Must be able to express and follow the company Values, Mission, Principles and Procedures
• Must be able to work in a fast paced environment, quickly respond and prioritize between multiple demands