Overview

We are seeking a highly motivated and detail-oriented Incident Management & Customer Support Specialist with 3-4 years of experience. The ideal candidate will be responsible for managing and resolving incidents, routing to the respective teams, handling customer inquiries across multiple channels (phone, chat, email), and ensuring efficient ticket management. This role requires excellent communication skills (both verbal and written), a foundational understanding of banking operations, and the flexibility to work in various shifts, including nights and rotational week-offs.

Responsibilities

• Monitor, identify, and respond to incidents related to ATM in a timely and effective manner.
• Perform initial troubleshooting, diagnosis, and resolution of reported issues.
• Escalate complex incidents to appropriate technical teams following established protocols.
• Track and document incident lifecycle, ensuring all relevant information is captured.
• Participate in post-incident reviews to identify root causes and implement preventive measures.
• Create, update, and manage support tickets using the designated ticketing system.
• Prioritize tickets based on impact and urgency
• Maintain accurate and detailed records of all interactions and resolutions.
• Ensure proper categorization and closure of tickets.
• Call Handling: Professionally answer incoming calls, provide first-call resolution where possible, and escalate as needed. Make Outbound calls as necessary
• Chat Handling: Engage with customers via live chat, offering real-time support and solutions.
• Email Handling: Respond to customer emails with clear, concise, and comprehensive information.
• Provide exceptional customer service across all channels, maintaining a polite and helpful demeanor.
• Communicate effectively with internal teams and external vendors.
• Collaborate with technical teams to ensure timely resolution of incidents.
• Provide clear and concise updates on incident status to stakeholders.
• Willingness to work in a 24/7 operational environment, including night shifts, weekends, and public holidays, on a rotational basis.

Required Qualifications

• Experience: 3-4 years of experience in an incident management role / Call handling + Chat handling + Email handling.
• Basic understanding of ATM functions / Banking
• Ability to perform initial troubleshooting steps for various technical issues.
• Excellent verbal and written English communication skills are mandatory.
• Strong active listening skills and ability to empathize with customers.
• Exceptional problem-solving and analytical abilities.
• Strong interpersonal skills and a customer-centric approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Must be open to working different shifts, including night shifts and rotational week-offs.

Preferred Qualifications

• Experience in a financial services or banking sector IT support role.

• Familiarity with remote support tools.
• Proficiency with ticketing systems (e.g., Jira Service Desk, ServiceNow, Zendesk).

Education

Bachelor's degree

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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