Responsibilities:

• 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
• Secondary customer contact between Client 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
• Analysing and maintaining data points/spreadsheets